Contact Center Engineer

3 days ago

Hyderabad Bengaluru, India Ratos Inc Full time

Job Description We are looking for an experienced Contact Center Engineer with strong hands-on expertise in Genesys and Genesys Engage platforms. The candidate will be responsible for designing, implementing, configuring, and supporting contact center solutions to ensure seamless customer interactions across multiple channels. Key Responsibilities: - Design, configure, and implement Genesys and Genesys Engage solutions for voice, chat, email, and digital channels. - Manage routing strategies, IVR flows, SIP server configuration, and call flows. - Troubleshoot issues related to Genesys Framework, Routing, WFM, SIP Server, GVP, and integration components. - Collaborate with cross-functional teams to gather requirements and deliver customized solutions. - Perform system upgrades, patches, and maintenance activities. - Monitor system performance and ensure high availability of contact center operations. - Create technical documentation, architecture diagrams, and solution design documents. - Provide L2/L3 support and resolve escalated contact center issues. - Integrate Genesys with CRM, ticketing tools, and third-party applications. Required Skills & Qualifications: - Strong hands-on experience in Genesys Engage / PureEngage platform. - Good understanding of Genesys components such as: - Routing (URS) - IVR / GVP - Interaction Server - Configuration Server - Stat Server - SIP Server - Workspace/Agent Desktop - Knowledge of CTI integrations and multi-channel routing. - Experience with interaction flows, skill mapping, queue management, and agent configuration. - Familiarity with SQL, Linux, and basic scripting. - Strong troubleshooting and analytical skills. - Excellent communication and client-handling abilities. Good to Have: - Experience with Genesys Cloud. - Exposure to Reporting tools (Genesys Pulse, InfoMart, CCPulse). - Knowledge of API integrations and web services. - Certifications in Genesys products.

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