Company Overview :

OpenTeQ Technologies Pvt Ltd is a leading provider of innovative technology solutions, specializing in contact center technologies and customer experience platforms. We empower businesses across various industries to enhance their customer interactions and streamline their communication processes. Our expertise lies in designing, implementing, and supporting robust and scalable solutions that drive efficiency and improve customer satisfaction.

Role Overview :

As a Genesys & IVR Platform Support Engineer at OpenTeQ Technologies, you will be responsible for providing technical support and maintenance for our clients' Genesys and IVR platforms. You will work closely with internal teams and external clients to troubleshoot issues, implement changes, and ensure the smooth operation of these critical systems. Your contributions will directly impact the reliability and performance of our clients' customer communication channels, ultimately enhancing their customer experience.

Key Responsibilities :

- Provide technical support to clients for Genesys and IVR platform related issues, ensuring timely resolution and minimizing downtime.

- Troubleshoot complex issues related to call routing, IVR flows, and Genesys components, identifying root causes and implementing effective solutions.

- Implement configuration changes and updates to Genesys and IVR platforms based on client requirements, ensuring accuracy and adherence to best practices.

- Monitor system performance and proactively identify potential issues, implementing preventative measures to maintain optimal performance.

- Collaborate with internal teams, including development and project management, to ensure seamless integration of Genesys and IVR platforms with other systems.

- Document troubleshooting steps, resolutions, and configuration changes, maintaining a comprehensive knowledge base for future reference.

- Participate in on-call rotation to provide after-hours support for critical issues, ensuring business continuity for our clients.

Required Skillset :

- Demonstrated ability to troubleshoot and resolve complex technical issues related to Genesys and IVR platforms.

- Proven ability to configure and maintain Genesys Framework, Genesys Routing, Genesys Voice Platform (GVP), and related components.

- Strong understanding of IVR design principles and experience with scripting languages such as VXML or CCXML.

- Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to both technical and non-technical audiences.

- Bachelor's degree in Computer Science, Engineering, or a related field.

- Adaptable to a fast-paced environment and willing to work in a hybrid work model as needed.