Genesys Engage Engineer

2 days ago

Bengaluru, India Tata Consultancy Services Full time

Role : Genesys Engage EngineerExperience : 5 To 10 yearsLocation : BangaloreMust-Have : Must-Have- Implement, configure, and manage Genesys Engage contact center solutions, including routing strategies, IVR applications, agent desktops, and reporting.- Provide expert support and troubleshooting for Genesys Engage platform issues, ensuring high availability and performance.- Collaborate with business stakeholders to gather requirements and translate them into technical Genesys solutions.- 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 and adhere to IT Service Management (ITSM) processes such as Incident Management, Problem Management, Change Management, and Release Management.- Monitor 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.- Provide training and guidance to internal teams and end-users on Genesys Engage functionalities.- Participate in disaster recovery planning and testing for contact center systems.Required Skills and Qualifications:- Proven experience with Genesys Engage platform components and architecture (e.g., PureConnect, PureEngage, Genesys Cloud).- Strong understanding of contact center operations and technologies (ACD, IVR, CTI, WFM, QM).- Familiarity with database technologies (e.g., SQL Server, Oracle) 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.- Genesys certifications are a significant plus.

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