Network Engineer I

NCR Voyix; Chennai District; On-site; INR 700,000 - 1,000,000; Full time

Job summary

NCR Voyix is seeking a skilled Genesys Cloud Administrator/Support specialist in India to provide robust telephony support for Genesys Cloud, Microsoft Teams Calling, and related tools. The role emphasizes incident management, reporting, and secure access control within a global platform-powered environment.

Responsibilities include configuring users and queues, analyzing call trends, and coordinating with vendors for issue resolution.

Qualifications

• Experience configuring Genesys Cloud environments and performing administration tasks.
• Experience with Microsoft Teams Calling and related telephony features.
• Familiarity with ServiceNow (SNOW) for incident tracking and change management.
• Proficient in Cyara testing and call-flow validation.
• Solid ability to analyze call data and generate actionable reports.

Responsibilities

• Provide support and troubleshooting for Genesys-related issues.
• Configure and manage users, roles, permissions, and divisions to ensure secure access control.
• Configure and manage ACD skills, groups, and queues.
• Analyze reports and call trends to investigate call-related issues.
• Assist with DID mapping, extensions, and number management.
• Document configurations, procedures, and troubleshooting steps.
• Configure and support dynamic prompts and policies.
• Review audit logs and Genesys logs for troubleshooting and root cause analysis.
• Utilize Genesys Reporting and Analytics for investigation and reporting.
• Troubleshoot and analyze call routing and routing logic.
• Support and troubleshoot Microsoft Teams Calling and softphone-related issues.
• Perform call testing and validation using Cyara.
• Manage and track incidents, service requests, and changes through ServiceNow.
• Troubleshoot inbound and outbound calling issues, caller ID, ANI/DNIS, transfers, and call forwarding.
• Coordinate with L2, L3, vendors, and carriers for issue resolution and escalations.
• Support queue, user, and telephony configuration changes in Genesys Cloud.
• Assist in diagnosing telephony, routing, and carrier-related issues through log and call analysis.
• Maintain operational documentation, SOPs, and knowledge articles.

Skills

Genesys Cloud Administration

Microsoft Teams Calling

ServiceNow (SNOW)

Cyara Testing

Call Routing

Reporting and Analytics

Audit and Log Analysis

Incident and Problem Management

Documentation

Strong Troubleshooting and Communicati

Job description

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Offers of employment are conditional upon passage of screening criteria applicable to the job

Key Responsibilities

• Provide support and troubleshooting for Genesys-related issues.
• Configure and manage users, roles, permissions, and divisions to ensure secure access control.
• Configure and manage ACD skills, groups, and queues.
• Analyze reports and call trends to investigate call-related issues.
• Assist with DID mapping, extensions, and number management.
• Document configurations, procedures, and troubleshooting steps.
• Configure and support dynamic prompts and policies.
• Review audit logs and Genesys logs for troubleshooting and root cause analysis.
• Utilize Genesys Reporting and Analytics for investigation and reporting.
• Troubleshoot and analyze call routing and routing logic.
• Support and troubleshoot Microsoft Teams Calling and softphone-related issues.
• Perform call testing and validation using Cyara.
• Manage and track incidents, service requests, and changes through ServiceNow.
• Troubleshoot inbound and outbound calling issues, caller ID, ANI/DNIS, transfers, and call forwarding.
• Coordinate with L2, L3, vendors, and carriers for issue resolution and escalations.
• Support queue, user, and telephony configuration changes in Genesys Cloud.
• Assist in diagnosing telephony, routing, and carrier-related issues through log and call analysis.
• Maintain operational documentation, SOPs, and knowledge articles.

Skills Required

• Genesys Cloud Administration and Support
• Microsoft Teams Calling
• ServiceNow (SNOW)
• Cyara Testing
• Call Routing and Telephony Concepts
• Reporting and Analytics
• Audit and Log Analysis
• Incident and Problem Management
• Documentation and Process Management
• Strong Troubleshooting and Communication Skills

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.