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Genesys Engineer

2 months ago

Chennai, India Tata Consultancy Services Full time

Dear Candidate

Greetings from TCS


TCS has been a great pioneer in feeding the fire of young Techies like you. We are a global leader in the technology arena and there's nothing that can stop us from growing together.


Role: Genesys Engineer

Location: Chennai / Hyderabad / Kochi

Experience Range: 6-12 years


Skill set: Skills in Genesys - IVR call flow, Routing, Architect, Workforce Management, Script creation, Voice mail set up and configuration, Wrap-up codes, Integrations, Queue Design, Web Service/API integration,


Job Description:


Must-Have


  • Should have experience in Configuring, Development of the following task on Genesys pure cloud
  • IVR call flow, Routing, recording, Workforce Management, Agent Profile, Script creation, Voice mail set up and configuration
  • Good knowledge on Omnichannel & Digital Services (Email, Chat, SMS)
  • Experience on Configuring & Troubleshooting, upgrades of the systems.
  • Experience in Genesys Administration, Reporting, and Analytics.
  • Experience in Genesys Integration with other systems and applications, such as CRM platforms, contact center tools, and databases.
  • Must possess good troubleshooting skills and ability to Analyse voice systems, to identify and resolve system issues.
  • Developing and maintaining technical documentation, including solution designs, implementation plans, and operational guides, to support knowledge transfer and ongoing maintenance
  • Communication with interpersonal skills, and good experience in handling the customers.
  • Developing and maintaining technical documentation, including solution designs, implementation plans, and operational guides


Good-to-Have


  • Deliver results with exceptional customer satisfaction across the organization in the sphere of unified communication and collaborations domain.
  • Understanding of IP and Telephone networking.