Genesys Engineer
Infosys · IT Services & Consulting
- Bangalore, India
- On-site
- Posted today
- Software Engineering
About the job
We are seeking a Genesys Contact Center Engineer with 1-2 years of experience in Contact Center technologies and IVR solutions. The candidate should have hands-on exposure to Genesys platforms, call flows, routing strategies, IVR development, and contact center support operations.
Responsibilities
Mandatory Skills
Genesys
Contact Center
IVR (Interactive Voice Response)
Key Responsibilities
Support and maintain Genesys Contact Center applications.
Configure and troubleshoot IVR call flows and routing strategies.
Monitor contact center performance and resolve incidents.
Work with business and support teams to implement call handling requirements.
Manage inbound and outbound call routing configurations.
Troubleshoot voice, call flow, and agent-related issues.
Support UAT, production deployments, and post-deployment validation.
Document processes and configurations.
Technical requirements
Required Experience
1-2 years of experience in Genesys Contact Center technologies.
Hands-on experience with IVR call flows and routing.
Understanding of Contact Center operations and call management.
Experience in incident management and production support.
Basic knowledge of SIP, VoIP, CTI, and telecom concepts.
Experience with ticketing tools and support processes.
Additional responsibilities
Preferred Skills
Genesys Cloud
Genesys Engage
Architect
Call Routing
Voice Bots
Chat Bots
NICE CXone
CRM Integration
SQL basics
Educational requirements
MTech,Bachelor of Engineering,BTech
Preferred skills
Technology->Communication->IVR/CCT->Genesys,Technology->Infrastructure-Contact Center->ContactCenter model
Experience: 1-2 years