Genesys SME

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 / PureEngageGenesys PureConnectProficiency in:Routing (Composer, ORS, GVP, SIP Server, URS, CCPulse)IVR and CTI integrationSIP, VoIP, and telephony protocolsIntegration 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.