Diagnostic Engineer

5 days ago

Hyderguda Hyderabad Telangana, India Rattle Tech LLC Full time ₹ 5,00,000 - ₹ 15,00,000 per year

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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