Genesys Engage Engineer

2 weeks ago

New Delhi, India Tata Consultancy Services Full time

Role : Genesys Engage Engineer Experience : 5 To 10 years Location : Bangalore Must-Have : Must-Have Implement, configure, and manage Genesys Engage contact center solutions , including routing strategies, IVR applications, agent desktops, and reporting. Provide expert support and troubleshootingfor Genesys Engage platform issues, ensuring high availability and performance. Collaborate with business stakeholders togather requirements and translate them into technical Genesys solutions . Optimize Genesys Engage system performancethrough proactive monitoring, tuning, and problem resolution. Integrate Genesys Engage withCRM systems, ticketing tools, and other enterprise applicationsto streamline workflows. Develop and maintain comprehensive documentationfor Genesys Engage configurations, processes, and best practices. Support and adhere toIT Service Management (ITSM) processessuch as Incident Management, Problem Management, Change Management, and Release Management. Monitor key performance indicators (KPIs)within the Genesys environment and provide regular reports to management. Stay updated with the latest Genesys product releases, features, and industry trendsto recommend continuous improvements. Provide training and guidanceto internal teams and end-users on Genesys Engage functionalities. Participate indisaster recovery planning and testingfor contact center systems. Required Skills and Qualifications: Proven experience withGenesys Engage platform components and architecture(e.g., PureConnect, PureEngage, Genesys Cloud). Strong understanding ofcontact center operations and technologies(ACD, IVR, CTI, WFM, QM). Familiarity withdatabase technologies(e.g., SQL Server, Oracle) and reporting tools. Knowledge ofIT Service Management (ITSM) frameworkslike ITIL. Excellenttroubleshooting and analytical skillsfor complex technical issues. Strongcommunication and interpersonal skillsto collaborate effectively with diverse teams and stakeholders. Ability tomanage multiple prioritiesin a fast-paced environment. Genesys certifications are a significant plus.

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