Network Engineer I

NCR Corporation; Chennai District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

NCR Voyix invites an experienced IT support professional to join our Chennai-based team, focusing on Genesys Cloud administration and telephony support. The role covers Teams Calling, ServiceNow, Cyara testing, and analytics to optimize contact center operations.

You will analyze call trends, document configurations, and coordinate with vendors for issue resolution, ensuring secure access and robust logging across the platform. This role supports NCR Voyix’s global unified commerce initiatives.

Qualifications

• Experience administering Genesys Cloud and providing support.
• Proficient in Microsoft Teams Calling and related telephony.
• Hands-on experience with ServiceNow (SNOW) incident management.
• Familiar with Cyara testing and telephony tools.
• Strong troubleshooting and documentation skills.

Responsibilities

• Provide support and troubleshooting for Genesys-related issues.
• Configure users, roles, permissions, and divisions for secure access.
• Manage ACD skills, groups, and queues.
• Analyze reports and call trends to investigate issues.
• Assist with DID mapping, extensions, and number management.
• Document configurations, procedures, and troubleshooting steps.
• Review logs for troubleshooting and root-cause analysis.
• Coordinate with L2, L3, vendors, and carriers for resolutions.
• Track incidents, service requests, and changes through ServiceNow.
• Support queue, user, and telephony configuration changes in Genesys Cloud.

Skills

Genesys Cloud Admin

Microsoft Teams Calling

ServiceNow

Cyara Testing

Call Routing

Reporting and Analytics

Audit and Log Analysis

Incident and Problem Mgmt

Documentation and Processes

Troubleshooting and Communication

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.

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

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

Help us run the world's top brands. At NCR Voyix, we specialize in turning routine transactions into meaningful connections. With a rich history of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems. We take pride in our strong culture and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.