Genesys SME

Job Description Skills: Genesys Cloud, Voice Over IP (VoIP), Call Routing, Contact Center Solutions, SIP, IVR, Job Title Genesys SME (Subject Matter Expert) LOCATION: Indore, India Job 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 - Strong hands-on experience with one or more of the following: - Genesys Cloud CX (PureCloud) - Genesys Engage / PureEngage - Genesys PureConnect - 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. - Experience with cloud deployments (AWS, Azure) and API integrations is an advantage. - 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 completeness. Soft 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.