Senior Systems Engineer - IT Service Management

Infosys BPM Ltd.; Pune District; Presencial; INR 700.000 - 1.000.000; Jornada completa

Descripción de la vacante

Infosys BPM Ltd. is seeking a contact center technology specialist to work on Genesys Cloud platforms, handling BAUs and cross-region incidents. You will troubleshoot WebRTC, BYOC trunks, SIP, and ensure voice quality while coordinating with vendors.

The role requires experience with Genesys APIs and CRM integrations (ServiceNow, Salesforce) and strong written/oral communication to document issues and support ongoing projects.

Formación

• Experience with Genesys PureCloud/Genesys cloud CCaaS.
• Experience with call flows and trunking (BYOC/SIP).
• Knowledge of Genesys APIs and integration patterns.
• Strong written and oral communications.

Responsabilidades

• Work on BAUs (Incidents and Requests) across multiple projects per SLA.
• Troubleshoot WebRTC clients/BYOC trunks/SIP and coordinate with stakeholders to resolve issues.
• Escalate and report recurring issues to leads/managers and drive permanent solutions.
• Implement/Configure LLD as per requirements (Trunks/Call flows/Contact center parameters).
• Address end user queries related to Genesys Cloud and performance reports; provide training as needed.
• Maintain comprehensive project documentation and user/troubleshooting guides.

Conocimientos

Genesys Cloud

Genesys APIs

Call flow design

Communication skills

Educación

BE

Herramientas

ServiceNow

Salesforce

WebRTC

Descripción del empleo

Job Description

• Work experience on Genesys PureCloud voice {Contact Center}.
• Work experience on call flow.
• Work experience on GCV and SIP BYOC carriers.
• Knowledge / Work experience of Genesys APIs
• Good communication (Written and Oral).

Roles Responsibilities

• Work on BAUs (Incidents and Requests) of various projects located across regions as per agreed SLA.
• Troubleshooting of WebRTC clients / BYOC trunks / SIP / Voice Quality and coordinate with relevant stakeholders/Vendors until the issue gets resolved.
• Communicate to Lead(s)/Manager(s) about escalated/recurring issue(s) and work with the team for fix/permanent solutions.
• Change Management: Implement/Configure LLD as per business requirements (Trunks/Call flows/Contact center parameters).
• End user Training: Address end user queries related to various Contact Center parameters/performance reports of Genesys cloud and training requests.
• Documentation: Ensure to maintain records, Project documentation, Creation / amendment of User guide/Troubleshooting guide.

Technical Requirements

• Work experience of AI and Automation using Genesys cloud.
• Work experience of various CRM integrations like ServiceNow, Salesforce, etc. with Genesys cloud.
• Work experience of international Contact Center clients.
• Work experience of other CCaaS platforms.

Educational Requirements & Other

Educational Requirement: BE

Preferred Skills: TIG->Standard TIG

Service Line: Computers Communications Division