Technical Support Engineer

C1 Global Innovation & Capability Center; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

C1 Global Innovation & Capability Center is seeking a Senior Genesys Cloud Engineer to manage multi-tenant CX environments, ensuring SLA adherence and rapid incident resolution.

You will lead complex service requests, optimize platform health, and provide expert guidance on deployments and integrations for diverse clients. The role requires strong communication and ITIL-aligned practices in a demanding MSP setting.

Qualifications

• Bachelor’s degree or higher required.
• 5+ years in contact center engineering; 2+ years MSP/multi-client support.
• Proven IC capable of autonomous work; ITIL knowledge.
• Genesys Cloud CX Certified Professional (GCP) or equivalent certifications.

Responsibilities

• Own Tier 3/4 incidents and complex service requests; meet client SLAs.
• Handle daily admin tasks, routing updates, and IVR modifications.
• Conduct RCA for major incidents and implement permanent fixes.
• Monitor system health, API limits, and edge connectivity to preempt issues.
• Guide clients through platform updates, deprecations, and optimization opportunities.
• Participate in on-call rotation to support after-hours issues.

Skills

Genesys Cloud Architect

Inbound Routing

Outbound Routing

Predictive Routing

Callback Strategies

Genesys Cloud Voice

BYOC

Edge Appliance

SIP Trunking

WebRTC

Web Messaging

SMS

Email

Social Media Integrations

Bot Flows

Agent Copilot

Speech Analytics

Text Analytics

Conversation Intelligence

WFM

Quality Management

Gamification

REST APIs

Data Actions

Webhooks

Event Bridge

Salesforce

ServiceNow

Zendesk

SSO

MFA

CX Analytics

Education

Bachelor’s degree

Job description

The Senior Genesys Cloud Engineer (Managed Services) provides high-tier technical support, proactive maintenance, and continuous optimization for multi-tenant or multi-client Genesys Cloud CX environments. Operating as a senior individual contributor, this role focuses on maintaining strict SLAs, resolving complex incidents, executing service requests, and driving platform stability.

Key Responsibilities

• Own the Ticket Lifecycle: Take charge of Tier 3/4 incidents and complex service requests from receipt to resolution, hitting client SLAs consistently.
• Keep the Lights On: Handle daily admin tasks, routing updates, and IVR modifications across diverse client environments.
• Fix the Root Cause: Go beyond quick fixes. When major incidents happen, you'll perform Root Cause Analysis (RCA) and implement permanent solutions.
• Monitor Platform Health: Keep a close eye on system performance, API limits, and edge connectivity to catch and resolve issues before the client notices.
• Guide Our Clients: Act as a trusted advisor, walking clients through platform updates, feature deprecations, and optimization opportunities.
• On-Call Rotation: Participate in a shared engineering on-call schedule to support critical after-hours issues.

Required Technical Skills & Genesys Cloud Topics

• Architect & Routing: Advanced design, modification, and troubleshooting of Genesys Cloud Architect flows, Inbound/Outbound routing, Predictive Routing, and automated Callback strategies.
• Telephony & Edge: Deep expertise in Genesys Cloud Voice, BYOC (Bring Your Own Carrier) cloud/premises deployments, Edge appliance pairing, and SIP/WebRTC trunking.
• Digital Channels: Support and configuration of Omnichannel Digital channels including Web Messaging, SMS (Alphanumeric SenderIDs), Email (Header parsing), and Social Media integrations.
• AI & Automation: Troubleshooting and optimization of Genesys AI tools, including Bot Flows (Bot Transcription Connectors), Agent Copilot configurations, and Speech and Text Analytics (Conversation Intelligence & Topic phrases).
• WEM & WFM: Configuration and issue resolution within Workforce Engagement Management (WEM), including Workforce Management (WFM) scheduling, Quality Management (Evaluations), and Gamification modules.
• APIs & Data Actions: Experience diagnosing Genesys Cloud Public REST APIs, Data Actions (OAuth Client Credentials for CRM), Webhooks, and Event Bridge event streaming.
• Integrations: Troubleshooting pre-built CX Cloud integrations for Salesforce, ServiceNow, or Zendesk, ensuring proper screen pops and data-dip functionality.
• Identity & Access: Managing platform security, SAML Single Sign-On (SSO) multi-provider configurations, and Multi-Factor Authentication (MFA) device overrides.
• Reporting & Analytics: Configuring and extracting data from Genesys Performance Views, Real-time Dashboards, Dynamic Wrap-up codes, and CX Analytics APIs.

Experience and Qualifications

• Minimum of a bachelor’s degree or Higher
• Experience: Minimum 5+ years in contact center engineering, with 2+ years specifically in a Managed Service Provider (MSP) or multi-client support environment.
• Role Type: Proven track record as a high-performing Individual Contributor (IC) capable of working independently without direct supervision.
• Process: Strong working knowledge of ITIL frameworks (Incident, Problem, and Change Management).
• Certifications: Minimum - Genesys Cloud CX Certified Professional (GCP)

Soft Skills

• Calm under pressure during high-severity client outages.
• Strong client-facing communication and relationship management skills.
• Excellent technical documentation habits.