Senior Telecom Engineer (Genesys Cloud CX)

Ontime Global; Bengaluru; Hybrid; INR 1,800,000 - 2,400,000; Full time

Job summary

Ontime Global in Bangalore is hiring a Senior Telecom Engineer (Genesys Cloud CX) with 5+ years of experience to manage administration, configuration, and integration tasks in a hybrid work setup.

You will design and optimize inbound and outbound IVR flows using Genesys Architect, manage SIP/VoIP, and ensure production support and call routing quality.

Ideal candidates will mentor juniors, collaborate in Agile/Scrum teams, and work with REST APIs, OAuth 2.0, JSON, and enterprise integrations.

Qualifications

• Strong experience with Genesys Cloud CX administration and configuration.
• Expertise in Queues, Routing, Skills, Roles, Permissions, Divisions, and Telephony configuration.
• Hands-on experience developing inbound and outbound IVR call flows using Genesys Architect.
• Strong understanding of SIP, VoIP, telephony protocols, and contact center networking fundamentals.
• Experience troubleshooting call routing, call quality, and production support issues.
• Experience working with REST APIs, Data Actions, OAuth 2.0, WebSockets, JSON, and JavaScript.
• Experience integrating Genesys Cloud CX with enterprise applications and third-party systems.
• Knowledge of Genesys Analytics, Dashboards, Reports, Performance Views, and KPI monitoring.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and collaboration skills.
• Ability to mentor and support junior engineers.

Responsibilities

• Administer and configure Genesys Cloud CX environments.
• Design and optimize IVR call flows and routing logic.
• Troubleshoot call routing, quality, and production issues.

Skills

Genesys Cloud CX

IVR design

SIP/VoIP

REST APIs

WebSockets

JavaScript

Troubleshooting

Mentoring

Agile/Scrum

Communication

Tools

Genesys Cloud CX

Genesys Architect

OAuth 2.0

JSON

Job description

Immediate hiring for Senior Telecom Engineer (Genesys Cloud CX) in a leading MNC company

Position- Senior Telecom Engineer (Genesys Cloud CX)

Experience-5+ Years

Location- Bangalore ( Hybrid-2 Days WFO)

Notice Period-Immediate- 30 Days

• Strong experience with Genesys Cloud CX administration and configuration.
• Expertise in Queues, Routing, Skills, Roles, Permissions, Divisions, and Telephony configuration.
• Hands-on experience developing inbound and outbound IVR call flows using Genesys Architect.
• Strong understanding of SIP, VoIP, telephony protocols, and contact center networking fundamentals.
• Experience troubleshooting call routing, call quality, and production support issues.
• Experience working with REST APIs, Data Actions, OAuth 2.0, WebSockets, JSON, and JavaScript.
• Experience integrating Genesys Cloud CX with enterprise applications and third-party systems.
• Knowledge of Genesys Analytics, Dashboards, Reports, Performance Views, and KPI monitoring.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and collaboration skills.
• Ability to mentor and support junior engineers.

Experience working within Agile/Scrum environments