Genesys Consultant

Role : Genesys Consultant

Company : SmartConnect Technologies | UNFYD Products
Experience : 1-7 years
Location : Mumbai / Bangalore

No. of Openings: 8

Role Overview

SmartConnect Technologies is looking for a skilled Genesys Engineer with experience in Genesys Engage and/or Genesys Cloud CX to support, configure, integrate and troubleshoot contact centre solutions.

Key Responsibilities

• Configure, support and maintain Genesys contact centre platforms and associated components.
• Manage IVR, ACD, call routing, CTI and SIP-related configurations.
• Develop and maintain call flows, routing logic and IVR workflows.
• Troubleshoot application, telephony, integration and production issues.
• Work on CRM integrations, web services APIs and digital contact centre channels.
• Support contact centre integrations with enterprise applications and third-party systems.
• Monitor system performance, investigate incidents and ensure timely resolution in line with SLAs.
• Collaborate with development, infrastructure, network and operations teams for issue resolution and deployments.
• Maintain technical documentation, configuration records and support procedures.

Technical Skills

1. Genesys Engage

• Genesys Engage platform
• Genesys Composer
• SIP, IVR and CTI
• Call routing and contact centre integrations
• Linux and Windows environments
• SQL and database fundamentals

2. Genesys Cloud CX

• Genesys Cloud CX platform
• Genesys Architect
• ACD, IVR and routing
• Web Services APIs
• SIP and CRM integrations
• Digital channels and cloud contact centre operations

Required Skills

• Hands-on experience with Genesys Engage and/or Genesys Cloud CX.
• Strong troubleshooting and analytical skills.
• Understanding of contact centre architecture, telephony and call flows.
• Ability to work with cross-functional teams and manage production incidents.
• Good communication skills and a customer-focused approach.

Preferred Profile

Candidates with experience in contact centre implementation, configuration, migration, integration or production support will be preferred.

Note: Experience in either Genesys Engage or Genesys Cloud CX is relevant. Candidates with exposure to both platforms will have an added advantage.