Telecom Engineer

Tech SMCSquared GCC; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Tech SMCSquared GCC is seeking a seasoned Genesys Cloud CX specialist to configure and optimize cloud contact center components. You will design IVR flows, manage telephony, and ensure seamless operation across queues, routing, and architectures.

Responsibilities include troubleshooting production issues, implementing REST API integrations, and collaborating with IT and operations teams to scale the contact center. Certification in Genesys Cloud CX is a plus.

Qualifications

• 56 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.
• Strong knowledge of REST APIs, Data Actions, OAuth 2.0, WebSockets, JSON, and JavaScript.
• 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.

Responsibilities

• Configure, administer, and customize Genesys Cloud CX components (queues, routing, Architect flows, users, permissions, divisions, 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 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 apps using REST APIs, WebSockets, OAuth 2.0, Data Actions, and Web Services.

Skills

Genesys Cloud CX

SIP/VoIP

REST APIs

OAuth 2.0

WebSockets

JSON

JavaScript

CRM integration

Agile/Scrum

DevOps

Analytics

Network troubleshooting

Tools

Salesforce

ServiceNow

Microsoft Dynamics

Job description

Role & 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.

Preferred candidate profile

• 56 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
• Strong knowledge of REST APIs, Data Actions, OAuth 2.0, WebSockets, JSON, and JavaScript.
• 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