Senior Systems Engineer IT Service Management

Job Summary

We are looking for an experienced Senior Systems Engineer IT Service Management with 6+ years of experience in IT service management and strong hands-on expertise in Genesys PureCloud (Genesys Cloud) Voice.

The candidate will be responsible for supporting and maintaining enterprise voice/contact-center environments, troubleshooting Genesys Cloud Voice issues, managing incidents and service requests, and ensuring high availability of voice and telephony services.

Key Responsibilities

• Provide L2/L3 production support for Genesys PureCloud/Genesys Cloud Voice.

• Monitor and troubleshoot voice, telephony, IVR, call routing, queues, and agent-related issues.

• Configure and support Genesys Cloud components including:

• Inbound/Outbound Voice ,IVR and Architect flows, Queues

• Skills and routing, Agent profiles, Call flows,Number management

• Business hours and schedules

• Troubleshoot SIP, telephony connectivity, call quality, one-way audio, dropped calls, and routing issues.

• Analyze Genesys Cloud logs, interaction details, traces, and performance metrics to identify root causes.

• Manage incidents, service requests, problems, and changes in accordance with ITIL processes.

• Perform root-cause analysis for recurring voice and contact-center issues.

• Coordinate with telecom carriers, network teams, application teams, and third-party vendors for issue resolution.

• Support Genesys Cloud integrations with CRM, APIs, applications, and other enterprise systems.

• Monitor system availability, voice quality, call performance, and service health.

• Perform configuration changes, testing, deployment, and validation in Genesys Cloud.

• Participate in SIT, UAT, regression testing, release management, and production deployments.

• Maintain technical documentation, SOPs, knowledge articles, and troubleshooting guides.

• Support incident escalations and provide timely communication to business stakeholders.

• Participate in continuous improvement initiatives to improve service stability and operational efficiency.

• Support upgrades, migrations, enhancements, and new voice/contact-center implementations.