- IVR

Job Title : Genesys SME (Subject Matter Expert)

LOCATION : Indore, India

Job Purpose :

The Genesys SME is responsible for the design, implementation, support, and optimization of Genesys contact center solutions.

This role requires strong technical expertise in Genesys Cloud / PureEngage / PureConnect platforms, integration knowledge, and the ability to lead L2/L3 support and delivery operations.

The SME acts as a technical authority and escalation point for complex incidents and solution design queries.

Qualification :

- Bachelors degree in IT, Computer Science, Electronics, or related discipline.

- ITIL Foundation or equivalent process certification desirable.

Certifications :

Genesys Certifications (GCXD, GCSS, or equivalent) are highly preferred.

Responsibilities (includes All Tasks) :

- Provide expert-level technical support for Genesys-based contact center environments (on-prem or cloud).

- Handle incident management, problem analysis, and root cause resolution for Genesys voice, routing, and IVR systems.

- Design, configure, and implement Genesys routing strategies, call flows, and integrations.

- Lead and mentor L1/L2 teams in day-to-day operations and troubleshooting.

- Coordinate with application, network, and telephony teams for cross-functional issue resolution.

- Perform system health checks, capacity monitoring, and performance tuning.

- Support upgrades, patching, and migration activities for Genesys environments.

- Work with business stakeholders to understand requirements and implement custom routing logic or workflows.

- Document solutions, SOPs, and maintain configuration repositories.

- Collaborate with OEM/vendor (Genesys) for critical escalations and product support.

Technical Skills /Competencies :

MANDATORY :

1. Strong hands-on experience with one or more of the following :

- Genesys Cloud CX (PureCloud)

- Genesys Engage / PureEngage

- Genesys PureConnect

2. Proficiency in :

- Routing (Composer, ORS, GVP, SIP Server, URS, CCPulse)

- IVR and CTI integration

- SIP, VoIP, and telephony protocols

- Integration with CRM systems (Salesforce, ServiceNow, etc.

- Scripting and automation knowledge (Java, Python, or Genesys-specific tools) preferred.

3. Experience with cloud deployments (AWS, Azure) and API integrations is an advantage.

4. Working knowledge of ITIL processes and change management.

OPTIONAL :

- Incident and problem resolution time (SLA adherence)

- Platform uptime and performance stability

- Successful implementation of configuration changes and enhancements

- Knowledge sharing and documentation completeness

Soft Skills :

- Strong analytical and troubleshooting skills

- Excellent communication and stakeholder management