Company Overview :

Sysmind Tech PVT LTD is a leading global technology solutions provider, delivering innovative IT services and consulting to businesses across various industries. We specialize in helping organizations optimize their operations, enhance customer experiences, and achieve their strategic goals through cutting-edge technology implementations. Our expertise spans across cloud computing, data analytics, cybersecurity, and enterprise application development, serving a diverse clientele globally.

Role Overview :

As a Genesys Routing Engineer at Sysmind Tech, you will be responsible for designing, implementing, and maintaining complex Genesys routing strategies for our clients. You will collaborate closely with project managers, business analysts, and other technical teams to ensure seamless integration of Genesys solutions with existing infrastructure. Your expertise will directly impact the efficiency of our clients' contact centers, improving customer satisfaction and driving business growth.

Key Responsibilities :

- Design and implement Genesys routing strategies to optimize call flows and enhance customer experience for our clients.

- Configure and maintain Genesys Framework, including Interaction Routing Designer (IRD), Genesys Rules Engine (GRE), and Universal Routing Server (URS).

- Troubleshoot and resolve complex routing issues, ensuring minimal disruption to contact center operations.

- Collaborate with cross-functional teams to integrate Genesys solutions with other systems, such as CRM and IVR.

- Develop and maintain comprehensive documentation of routing configurations and processes for knowledge sharing and future reference.

- Monitor system performance and identify areas for improvement, implementing proactive measures to enhance stability and scalability.

- Provide technical guidance and support to junior engineers, fostering a collaborative and knowledge-sharing environment.

Required Skillset :

- Demonstrated ability to design and implement complex Genesys routing solutions, including advanced routing strategies and skill-based routing.

- Proven expertise in configuring and maintaining Genesys Framework components, such as IRD, GRE, and URS.

- Strong understanding of VoIP protocols and technologies, including SIP, RTP, and H.323.

- Experience with IVR systems and integration with Genesys routing platforms.

- Solid system administration skills, including experience with Windows and Linux server environments.

- Excellent analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.

- Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and communicate technical concepts to non-technical audiences.

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

- Adaptable to work in Hyderabad, Bangalore, Bhubaneshwar, Cochin/Kochi, Pune, or Delhi NCR.