Senior Technical Support Engineer - Voice

Intertec Systems; Indore; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Intertec Systems is looking for a Senior Technical Support Engineer specializing in Genesys solutions in Indore, India. The role involves providing expert technical support, managing incidents, and leading support teams. Key qualifications include a Bachelor’s degree in IT or related fields and 5-10 years of relevant experience, particularly with Genesys Cloud and related technologies. The position offers opportunities to design and implement solutions while mentoring junior staff in a dynamic support environment.

Qualifications

• Bachelor's degree in a relevant field.
• 5-10 years of experience in technical support, ideally in Genesys environments.
• ITIL Foundation or equivalent certification preferred.

Responsibilities

• Provide expert-level technical support for Genesys contact center environments.
• Handle incident management, problem analysis, and root cause resolution.
• Design, configure, and implement Genesys routing strategies.

Skills

Genesys Cloud expertise

Incident management

IVR systems knowledge

SIP, VoIP protocols

Scripting (Java, Python)

Strong communication skills

Ability to mentor

Education

Bachelor’s degree in IT, Computer Science, Electronics

ITIL Foundation or equivalent certification

Genesys Certifications (GCXD, GCSS)

Tools

Salesforce

ServiceNow

AWS

Azure

Job description

Senior Technical Support Engineer - Voice

Technical Support

Permanent

Job Purpose

The Genesys SME is responsible for the design, implementation, support, and optimization of Genesys contact center solutions. This role requires strong technical expertise in Genesys Cloud / PureEngage / PureConnect platforms, integration knowledge, and the ability to lead L2/L3 support and delivery operations. The SME acts as a technical authority and escalation point for complex incidents and solution design queries.

Qualifications

• Bachelor’s degree in IT, Computer Science, Electronics, or related discipline.
• ITIL Foundation or equivalent process certification desirable.

Certification

Genesys Certifications (GCXD, GCSS, or equivalent) are highly preferred.

Experience

5 – 10 years

Responsibilities

• Provide expert-level technical support for Genesys-based contact center environments (on-prem or cloud).
• Handle incident management, problem analysis, and root cause resolution for Genesys voice, routing, and IVR systems.
• Design, configure, and implement Genesys routing strategies, call flows, and integrations.
• Lead and mentor L1/L2 teams in day-to-day operations and troubleshooting.
• Coordinate with application, network, and telephony teams for cross-functional issue resolution.
• Perform system health checks, capacity monitoring, and performance tuning.
• Support upgrades, patching, and migration activities for Genesys environments.
• Work with business stakeholders to understand requirements and implement custom routing logic or workflows.
• Document solutions, SOPs, and maintain configuration repositories.
• Collaborate with OEM/vendor (Genesys) for critical escalations and product support.

Mandatory

• Strong hands‑on experience with one or more of the following:
  • Routing (Composer, ORS, GVP, SIP Server, URS, CCPulse)
  • IVR and CTI integration
  • SIP, VoIP, and telephony protocols
  • Integration with CRM systems (Salesforce, ServiceNow, etc.)
  • Scripting and automation knowledge (Java, Python, or Genesys-specific tools) preferred.
  • Experience with cloud deployments (AWS, Azure) and API integrations is an advantage.
  • Working knowledge of ITIL processes and change management.
  • Incident and problem resolution time (SLA adherence).
  • Platform uptime and performance stability.
  • Successful implementation of configuration changes and enhancements.
  • Knowledge sharing and documentation completeness.
  • Strong analytical and troubleshooting skills.
  • Excellent communication and stakeholder management.
  • Ability to lead technical discussions and mentor junior engineers.
  • Flexible to work in 24x7 support environment or rotational shifts if required.