Genesys & IVR Platform Support Engineer

Role: Genesys & IVR Platform Support Engineer

Primary Skills: Genesys, IVR, AWS Deployment

Experience: 6 Years

Location: Pune, Hyderabad, Bhubaneswar, Noida, Bangalore Job Summary

We are looking for a Genesys & IVR Platform Support Engineer with 5+ years of experience in supporting enterprise IVR and Genesys environments . The ideal candidate should possess strong expertise in Genesys, SIP, telecom technologies, and AWS deployment (mandatory), along with experience supporting cloud and on-premises IVR platforms.

The role involves managing and supporting global Interactive Voice Response (IVR) applications, assisting with deployments across AWS and on-premises environments, monitoring platform health, troubleshooting production issues, and ensuring high availability across multiple regions (AMR, EMEIA, and JAPAC).

Key Responsibilities Platform Support & Operations

• Support and maintain enterprise-wide Genesys IVR platforms across cloud and on-premises environments.
• Monitor the availability, performance, and stability of IVR applications across global regions.
• Perform production support, incident management, troubleshooting, and root cause analysis.
• Ensure maximum uptime and rapid resolution of critical production issues.
• Participate in on-call support, including evening and weekend coverage as required.

AWS Deployment & Infrastructure

• Deploy and support IVR applications on AWS infrastructure.

• Manage AWS resources including:

• EC2

• S3

• Auto Scaling

• CloudFormation

• CloudWatch

• Assist with infrastructure provisioning and deployment automation.

• Monitor AWS services and optimize platform performance.

Genesys & Telecom Administration

• Configure and support Genesys platform components.
• Work with Genesys Configuration Manager for application administration.
• Troubleshoot SIP call flows and telecom-related issues.
• Support IVR routing, voice applications, and Digital Readiness (IRD) solutions.

System Administration

• Administer Linux/Unix environments.
• Perform application deployments on Apache Tomcat and Apache HTTP Server.
• Execute MySQL queries for troubleshooting and operational support.
• Monitor logs using Splunk and perform log analysis.
• Diagnose network connectivity issues using networking utilities.

Collaboration & Documentation

• Coordinate with application development teams, infrastructure teams, telecom teams, and external vendors.
• Participate in change management, deployment planning, and release activities.
• Prepare operational documentation, SOPs, and knowledge base articles.
• Follow ITIL processes for Incident, Problem, and Change Management.

Must-Have Skills

• 5+ years of experience supporting Genesys IVR platforms.

• Hands-on experience with AWS Deployment (Mandatory).

• Strong knowledge of:

• Genesys Platform

• IVR Technologies

• Telecom Systems

• SIP (Session Initiation Protocol)

• Experience with AWS services:

• EC2

• S3

• Auto Scaling

• CloudFormation

• CloudWatch

• Experience with Linux/Unix (Linux/macOS).

• Strong command of MySQL queries and database troubleshooting.

• Good understanding of networking fundamentals:

• Ping

• NSLookup

• Netcat

• Traceroute

• TCPDump

• Experience with Apache Tomcat and Apache HTTP Server.

• Hands-on experience using Splunk for monitoring and log analysis.

• Experience with Genesys Configuration Manager.

• Strong troubleshooting and analytical skills.

• Excellent communication and collaboration skills.

Good-to-Have Skills

• Experience with CI/CD deployment pipelines.
• Knowledge of AWS Infrastructure as Code (Terraform or CloudFormation).
• Experience with enterprise contact center platforms.
• Familiarity with monitoring and observability tools.
• Exposure to DevOps practices.
• ITIL process knowledge.