Genesys Contact Center Engineer

4 weeks ago

Hyderabad, India Innova Solutions Full time

Genesys Contact Center Engr

Permanent

Hyd/Chennai

Key Responsibilities:

As a key member of the Enterprise Contact Center team, you will be responsible for ensuring the seamless operation and performance of the Genesys Cloud CX platform and its integrations with CRM systems and analytics applications. Your role will involve:


Technical Troubleshooting: Diagnose and resolve complex issues related to the Genesys Cloud CX platform, including voice quality concerns and system performance anomalies.

Platform Integration Support: Collaborate with cross-functional teams to maintain and enhance integrations between Genesys Cloud CX and CRM platforms, ensuring data consistency and operational efficiency.

Analytics & Reporting Tools: Support the functionality and reliability of analytic applications used for performance monitoring and business insights.

Collaborative Problem Solving: Participate in technical troubleshooting sessions with internal teams, support staff, and external vendors to identify root causes and implement effective solutions.

Operational Continuity: Ensure the platform remains aligned with business requirements and supports uninterrupted contact center operations.

Stakeholder Communication: Provide timely updates and technical insights to stakeholders, contributing to strategic decisions and continuous improvement initiatives.

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