Diagnostic Engineer
20 hours ago
Job Summary:
We are seeking a highly skilled and experienced Genesys PureConnect Engineer to join our Managed Services team. The ideal candidate will have a strong background in troubleshooting, support, and maintenance of Genesys PureConnect environments. This role requires working during night shifts aligned with EST to support global operations and ensure 24/7 system availability.
Key Responsibilities:
- Provide Level 2/3 support for Genesys PureConnect platform in a managed services environment.
- Monitor system performance and proactively identify and resolve issues.
- Perform root cause analysis and implement corrective actions for recurring problems.
- Manage and maintain IVR, ACD, Dialer, and other PureConnect components.
- Collaborate with cross-functional teams to support integrations and deployments.
- Apply patches, upgrades, and configuration changes as needed.
- Maintain documentation for configurations, procedures, and troubleshooting guides.
- Participate in on-call rotation and incident response activities.
Required Skills & Qualifications:
- Minimum 7 years of hands-on experience with Genesys PureConnect (CIC) platform.
- Strong understanding of telephony, SIP, VoIP, and call routing.
- Experience with Interaction Administrator, Interaction Designer, Interaction Attendant, and Interaction Dialer.
- Proficient in troubleshooting logs, call flows, and system alerts.
- Familiarity with Windows Server, SQL Server, Active Directory, and networking concepts.
- Experience with PowerShell scripting and automation tools is a plus.
- Excellent communication and documentation skills.
- Ability to work independently in a remote, fast-paced environment.
Certifications (Preferred):
- Genesys Certified Professional – PureConnect
Nice to Have:
- Experience with cloud migrations or hybrid environments.
- Familiarity with Genesys Cloud (PureCloud) or Genesys Engage.
Exposure to ticketing systems like ServiceNow or Jira.
Note: This is C2H position, after completion of 6months to 1 yr your employment to client payroll.
Job Types: Full-time, Permanent, Contractual / Temporary
Contract length: 12 months
Pay: ₹500, ₹1,500,000.00 per year
Benefits:
- Provident Fund
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