Key Responsibilities:
1. Design, Implementation & Integration:

o Configure and deploy Genesys voice solutions, including Genesys Cloud and
Engage.

o In-depth understanding of Genesys Framework, IVR, Digital eServices (Email, Chat,
SMS), Routing, Recording and Reporting.

o Integrate Genesys solutions with CRM(Salesforce), IVR, and other third-party
applications.

2. System Maintenance & Optimization:

o Monitor and maintain voice systems to ensure high availability and performance.

o Troubleshoot and resolve technical issues related to Genesys voice applications.

o Perform regular updates and patch management for Genesys environments.

3. Development & Customization:

o Develop routing strategies, call flows, and scripts tailored to business requirements.

o Customize solutions for specific client or internal business needs.

4. Collaboration & Support:

o Work closely with client system dept., cross-functional teams, including network
engineers, developers, and QA teams.

o Provide technical support and training to end-users and stakeholders.

o Participate in incident and change management processes.

5. Documentation & Reporting:

o Create and maintain system documentation, including architecture diagrams,
configurations, and SOPs.

o Provide regular performance reports and recommend improvements.

Required Skills & Qualifications:

• Technical Expertise:

o Proficiency in Genesys Voice platforms (Genesys Cloud, PureConnect,). Mandatory

o Development additional tools & functions with Genesys SDK
o Knowledge of WebRTC technology and experience working on WebRTC based
platforms. Mandatory

o Experience with SIP, VoIP, and telephony protocols. Mandatory

o Knowledge of IVR design, call routing, and voice recording systems. Mandatory

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