Senior Systems Engineer - IT Service Management

Infosys Limited; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Infosys Limited is seeking skilled professionals to support BAUs and resolve complex incidents across global projects using Genesys Cloud. You will troubleshoot WebRTC, SIP and voice quality issues while coordinating with cross-functional stakeholders to drive permanent solutions.

The role requires experience with CRM integrations, international CCaaS clients, and other CCaaS platforms, with a focus on service excellence and documentation.

Qualifications

• Experience with Genesys Cloud AI/Automation.
• CRM integrations with Genesys Cloud (e.g., ServiceNow, Salesforce).
• Experience with international Contact Center clients.
• Experience with other CCaaS platforms.

Responsibilities

• Handle BAUs (Incidents/Requests) across projects per SLA.
• Troubleshoot WebRTC, BYOC trunks, SIP, and voice quality; coordinate with stakeholders until resolution.
• Escalate issues to Leads/Managers and drive fixes.
• Implement/configure LLDs for trunks, call flows, and contact center parameters.
• Provide end-user training for Genesys Cloud and related reports.
• Maintain project docs and user/troubleshooting guides.

Skills

Genesys AI/Automation

CRM Integrations

International CCaaS

CCaaS Platforms

Education

BE

Job description

Job ID/Reference Code PROGEN-EXTERNAL-253058

Work Experience 2 - 4 Years

Educational Requirements

BE

Service Line

Computers & Communications Division

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 and Professional 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.