Genesys Contact Center Specialist

1 day ago

Chennai, Tamil Nadu, India beBeeContactCenter Full time ₹ 9,00,000 - ₹ 12,00,000

We are seeking a highly skilled and experienced contact center specialist to lead the implementation, maintenance, and optimization of Genesys Engage solutions.

Key Responsibilities:
  • Design, configure, and manage Genesys Engage contact center platforms, including routing strategies, IVR applications, agent desktops, and reporting tools.
  • Provide expert support and troubleshooting for Genesys Engage platform issues, ensuring high availability and performance.
  • Collaborate with business stakeholders to translate requirements into technical Genesys solutions.
  • Monitor and optimize Genesys Engage system performance through proactive monitoring, tuning, and problem resolution.
  • Integrate Genesys Engage with CRM systems, ticketing tools, and other enterprise applications to streamline workflows.
  • Develop and maintain comprehensive documentation for Genesys Engage configurations, processes, and best practices.
  • Support IT Service Management (ITSM) processes such as Incident Management, Problem Management, Change Management, and Release Management.
  • Track key performance indicators (KPIs) within the Genesys environment and provide regular reports to management.
  • Stay updated with the latest Genesys product releases, features, and industry trends to recommend continuous improvements.
Required Skills and Qualifications:
  • Proven experience with Genesys Engage platform components and architecture.
  • Strong understanding of contact center operations and technologies.
  • Familiarity with database technologies and reporting tools.
  • Knowledge of IT Service Management (ITSM) frameworks like ITIL.
  • Excellent troubleshooting and analytical skills for complex technical issues.
  • Strong communication and interpersonal skills to collaborate effectively with diverse teams and stakeholders.
  • Ability to manage multiple priorities in a fast-paced environment.

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