Intertec Systems

4 weeks ago

Indore, India Intertec Systems Full time

Description :Skills :- Genesys Cloud- Voice Over IP (VoIP)- Call Routing- Contact Center Solutions- SIP- IVRJob Title : Genesys SME (Subject Matter Expert)LOCATION : Indore, IndiaJob 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 PureConnect2. 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 completenessSoft Skills :- Strong analytical and troubleshooting skills- Excellent communication and stakeholder management- Ability to lead technical discussions and mentor junior engineers- Flexible to work in 24x7 support environment or rotational shifts if required (ref:hirist.tech)

  • Intertec Systems

    4 weeks ago

    Indore, India Intertec Systems Full time

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    3 weeks ago

    Indore, India Intertec Systems Full time

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    Indore, India Intertec Systems Full time

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    Indore, Madhya Pradesh, India Intertec Softwares Full time

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    Indore, India Intertec Systems Full time

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    2 weeks ago

    Indore, Madhya Pradesh, India Intertec Softwares Full time

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    3 weeks ago

    Indore, India Intertec Systems Full time

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    Indore, India Intertec Systems Full time

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    Indore, Madhya Pradesh, India Intertec Softwares Full time

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    7 days ago

    Indore, Madhya Pradesh, India Intertec Softwares Full time

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