Genesys Production Support Engineer

Infosys Limited; Charlotte (NC); On-site; USD 76,000 - 127,000; Full time

Benefits offered by this job

Disability insurance

Health & dependent care

Insurance benefits

401(k) plan

Job summary

Infosys is actively seeking a Technology Consultant 2 to support and enhance contact center technologies, with emphasis on Genesys, IVR, CTI, and VoiceXML. The role spans end-to-end SDLC from requirements to deployment, including design discussions, coding, testing, and production issue resolution.

Ideal candidates bring extensive experience in contact center platforms, ITIL foundations, and strong collaboration across cross-functional teams to deliver stable software solutions.

Qualifications

• 8+ years supporting Contact Center technologies.
• Genesys platform administration and support.
• IVR platform and CTI troubleshooting experience.
• VoiceXML development experience.

Responsibilities

• Contribute to requirements elicitation by documenting parts of business requirements.
• Facilitate software design discussions and document design decisions.
• Participate in coding and integrate new features while maintaining stability.
• Conduct code reviews and manage code repositories.
• Implement test strategies and coordinate bug fixes.
• Develop user training, documentation, and support frameworks.
• Resolve production issues and propose preventive strategies.
• Maintain detailed records of code, testing techniques, and support activities.

Skills

Genesys platform administration

IVR platform support

CTI platform support

VoiceXML development

Education

ITIL Foundation certification

Tools

Splunk

Dynatrace

AppDynamics

Job description

State / Region / Province

New Jersey, North Carolina, Texas

Country

USA

Domain

Delivery

Interest Group

Company

ITL USA

Requisition ID

153542BR

Technical Skills 1

Technology|Infrastructure-Contact Center|IVR Concepts

Technical Skills 2

Technical Skills 3

Foundational|Maintenance and Production Support process|Support Process - Steady state

Overview

The Infosys Communications, Media, and Technology (CMT) unit is a dynamic and innovative division dedicated to driving digital transformation and growth for clients in the telecommunications, media, and technology sectors. Our vision is to become the strategic and trusted partner for our clients by enabling their digital transformation and growth. We achieve this by leading technological changes. Join us to be part of a team that leverages deep industry insights and strategic leadership to deliver innovation-led transformation through digital, cloud, and AI-first solutions.We are committed to building and nurturing a high-impact partner ecosystem and driving long-term, strategic client relationships.

In the assigned Job Role of Technology Consultant 2, your Area Of Responsibility will be as below:

• Contribute to the requirements elicitation process by documenting assigned parts of business requirements, in line with guidance provided
• Facilitate software application design discussions, and document design decisions to guide the technical team towards building software solutions
• Participate in coding and integrate new features or updates into existing applications, with a focus on maintaining system stability
• Conduct code reviews, do changes to the codebase and maintain code repositories
• Implement test strategies, analyse results, and coordinate bug fixes to uphold the software quality standards
• Develop user training programs, documentation, and support frameworks to ensure a smooth transition to new software applications
• Actively participate in resolving production issues and recommend preventive strategies to enhance system reliability
• Maintain detailed records of code, testing techniques, and support activities to enrich the knowledge base and assist other similar projects

Your contribution to the team:

• A collaborative spirit and excellent communication skills.
• The ability to handle end to end SDLC phases from requirement gathering to implementation.
• A knack for translating complex requirements into actionable development tasks.
• A passion for design and hands-on coding experience
• A proactive approach to testing, troubleshooting, and refining our applications.
• The ability to work with cross-functional teams and do software integration.

Required Skill and Experience

• 8+ years supporting Contact Center technologies
• Genesys platform administration/support
• IVR platform support experience
• CTI platform support and troubleshooting
• VoiceXML development/support

Preferred Skill and Experience

• Genesys Engage administration
• SIP, Telephony and CTI troubleshooting
• Workforce/Reporting tools exposure
• ITIL Foundation certification
• Monitoring tools (Splunk, Dynatrace, AppDynamics)
• Production incident management experience
• Banking contact center support background

Additional Required Qualifications

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Estimated annual compensation range for this role will be as follows:

• Jersey City, NJ: $ 82,419 to $ 126,600
• Pennington, NJ: 76,071 to $119,836

Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:

• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.