Senior Telecom Engineer

Elevate Global; Bengaluru; On-site; INR 3,000,000 - 4,500,000; Full time

Job summary

Elevate Global is seeking a Senior Telecom Engineer to manage, design, and support telecom infrastructure and voice/contact center services in Bengaluru. You will monitor, resolve, and escalate telecom issues and mentor junior engineers as part of the engineering team.

You will configure Genesys Cloud CX components, design IVR flows, troubleshoot production issues, and drive API integrations with enterprise systems while collaborating across IT and operations teams.

Qualifications

• 5–9 years of experience implementing and supporting Genesys Cloud CX solutions.
• Experience configuring Queues, Routing, Skills, Divisions, Roles, Permissions, and Telephony.
• Strong expertise in Genesys Architect for inbound and outbound call flow development.
• Knowledge of SIP, VoIP, telephony protocols, and contact center networking fundamentals.
• Experience integrating Genesys Cloud with CRM platforms such as Salesforce, ServiceNow, Microsoft Dynamics, or other third-party systems.
• Collaborate with cross-functional teams to ensure scalable contact center systems.

Responsibilities

• Configure, administer, and customize Genesys Cloud CX components including queues, routing, Architect flows, users, permissions, divisions, and telephony.
• Design, develop, and maintain Inbound and Outbound IVR call flows using Genesys Architect.
• Support contact center operations by troubleshooting call routing, audio quality, SIP signaling, telephony, and network-related issues.
• Monitor production environments, investigate incidents, perform root cause analysis, and implement preventive solutions.
• Implement and manage customer experience features including Surveys, Co-browse, Knowledge Base, and Digital Channels.
• Build and integrate Genesys Cloud with enterprise applications using REST APIs, WebSockets, OAuth 2.0 authentication, Data Actions, and Web Services.
• Develop and maintain custom Agent Scripts utilizing Data Actions, Data Tables, Architect variables, and dynamic scripting.
• Knowledge of Genesys Analytics Dashboards, Performance Views, Reports, and Data Exports to monitor KPIs, agent performance, service levels, and operational metrics.
• Participate in on-call duties on a rotational schedule for telecom operations.
• Support and training for junior engineers.

Skills

Genesys Cloud CX

Genesys Architect

SIP

VoIP

REST APIs

CRM integration

Data Actions

On-call support

Agile/Scrum

Education

Bachelor's degree in telecommunications or related area

Tools

Salesforce

ServiceNow

Microsoft Dynamics

Web Services

Job description

The Sr. Telecom Engineer is responsible for day-to-day management, design, and support of the telecom infrastructure. He or she monitors, resolves, and/or escalates any telecom related issues that affect the performance or availability of voice and contact center services. The Senior Telecom Engineer provides telecom support to other teams as necessary to meet strategic goals and supports and mentors lower-level telecom engineers. He or she is a critical member of the engineering team who contributes to and assists in implementing overall strategic goals for the telecom infrastructure and contact centers in collaboration with other ET teams.

Principal Duties and Responsibilities

• Configure, administer, and customize Genesys Cloud CX components including queues, routing, Architect flows, users, permissions, divisions, and telephony.
• Design, develop, and maintain Inbound and Outbound IVR call flows using Genesys Architect.
• Support contact center operations by troubleshooting call routing, audio quality, SIP signaling, telephony, and network-related issues.
• Monitor production environments, investigate incidents, perform root cause analysis, and implement preventive solutions.
• Implement and manage customer experience features including Surveys, Co-browse, Knowledge Base, and Digital Channels.
• Build and integrate Genesys Cloud with enterprise applications using REST APIs, WebSockets, OAuth 2.0 authentication, Data Actions, and Web Services.
• Develop and maintain custom Agent Scripts utilizing Data Actions, Data Tables, Architect variables, and dynamic scripting.
• Knowledge of Genesys Analytics Dashboards, Performance Views, Reports, and Data Exports to monitor KPIs, agent performance, service levels, and operational metrics.
• Participate in on-call duties on a rotational schedule for telecom operations.
• Support and training for junior engineers.

Experience and Education

• 5–9 years of experience implementing and supporting Genesys Cloud CX solutions.
• Experience configuring Queues, Routing, Skills, Divisions, Roles, Permissions, and Telephony.
• Strong expertise in Genesys Architect for inbound and outbound call flow development.
• Knowledge of SIP, VoIP, telephony protocols, and contact center networking fundamentals.
• Strong troubleshooting skills for production support, call quality issues, routing problems, and API
• Experience integrating Genesys Cloud with CRM platforms such as Salesforce, ServiceNow, Microsoft Dynamics, or other third-party systems.
• Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems.
• Experience in creating Genesys dashboards, reports, analytics, and performance monitoring solutions.
• Familiarity with Agile/Scrum development methodologies and DevOps practices.
• Desired: Genesys Cloud CX Professional or Architect Certification
• Bachelor’s degree in telecommunications or related area (optional)