Genesys Engage Consultant

Job Title: Genesys Engage Consultant

Company Info:

TVS Digital is a digital technology start-up focused on the Fintech & Automotive industry with platforms and services offerings in the Credit & Collection Services and Automotive & Retail domain. We provide IT Services to accelerate digital transformation by partnering with industry renowned platforms (Microsoft, Salesforce, Oracle, SAP) & help to develop centre of excellence for our customers. TVS Digital’s mission is to build & deliver high quality software solutions & services to help address real life business challenges of global companies in these domains by harnessing the power of Analytics, Artificial Intelligence (AI), Machine Learning (ML). Our strategy is to leverage inorganic and organic means for the initial build out and subsequent expansion and growth. TVS Digital is a part of TVS Holdings and has also currently invested in several early-stage high tech start-ups globally in areas of connected manufacturing, fleet management and credit services.

Job Description:

The Genesys Senior Architect / Lead Engineer is responsible for designing, implementing, optimizing, and maintaining enterprise-level Genesys solutions . This includes GIRecording (GIR), Genesys Voice Platform (GVP), IVR, Composer, E-Services, and Outbound solutions .

The ideal candidate will have 10+ years of experience in Genesys platforms, deep technical expertise, and a strong understanding of cloud migration strategies, AI, and analytics.

Key Responsibilities:

1. Genesys Solution Architecture & Development

• Architect, design, and deploy Genesys Engage and Genesys Cloud solutions.
• Lead end-to-end implementations of GIR, GVP, IVR, Composer, E-Services, and Outbound campaigns.
• Define and optimize Genesys call routing strategies using ORS, URS, and T-Server.

2. Genesys Integration & Customization

• Integrate Genesys with third-party applications, CRMs and backend systems.
• Develop and optimize IVR applications using Genesys Composer, VoiceXML, and CCXML.
• Implement REST API-based integrations with external platforms.

3. Outbound & AI-Driven Customer Engagement

• Implement and optimize Genesys Outbound solutions (predictive, preview, and progressive dialing).
• Leverage AI, chatbots, and speech recognition (Nuance) for self-service automation.

4. Performance Optimization & Troubleshooting

• Monitor and optimize Genesys Framework, SIP, T-Server, ORS, URS, and WFM.
• Conduct performance tuning, capacity planning, and root cause analysis (RCA) for production systems.
• Troubleshoot and resolve complex Genesys infrastructure issues.

5. Compliance & Security

• Ensure GIR compliance with regulatory requirements for call recording, encryption, and data retention.
• Implement security best practices for Genesys-based voice and digital interactions.

6. Documentation, Training & Leadership

• Develop detailed technical documentation, including system architectures, workflows, and best practices.
• Mentor and train junior engineers on Genesys technologies and troubleshooting techniques.
• Collaborate with business stakeholders, IT teams, and vendors to align solutions with business goals.

Skills:

• Genesys experties : Genesys platforms, specializing in GIRecording, GVP, IVR, Composer, E-Services, and Outbound solutions . Active Directory : Expertise in Active Directory management, Group Policy, Replication, and troubleshooting.
• Telco : Deep understanding of Genesys Framework, SIP, T-Server, ORS, URS, and WFM
• Voice : Expertise in IVR development using VoiceXML, CCXML, Java, and REST APIs .
• Genesys architecture : Hands-on experience with Genesys Cloud / Engage architecture and cloud migration strategies .
• Database : Strong knowledge of database integration (SQL, NoSQL), analytics, and reporting tools .
• Experience with AI, chatbots, and speech recognition (Nuance, Google Dialogflow, Amazon Lex) is a plus.