Genesys Support Engineer

6 days ago

Hyderabad, Telangana, India Innova Solutions Full time

Job Summary:

We are looking for a highly skilled Genesys Support Engineer with hands-on experience in managing and troubleshooting Genesys voice infrastructure. The ideal candidate will have deep expertise in Genesys Trunks, Media Regions, WebRTC, and Genesys Voice, along with a strong ability to resolve voice quality issues, number connectivity problems, and caller ID display concerns.

Key Responsibilities:

  • Configure, monitor, and troubleshoot Genesys Trunks, Media Regions, and WebRTC components.
  • Provide support for Genesys Voice platform including call routing, media handling, and endpoint connectivity.
  • Investigate and resolve voice quality issues, including jitter, latency, and packet loss.
  • Diagnose and fix number connectivity problems across carriers and platforms.
  • Ensure accurate Caller ID display across various call scenarios and endpoints.
  • Collaborate with network, telecom, and application teams to ensure seamless voice operations.
  • Maintain system documentation, configuration records, and troubleshooting guides.
  • Participate in incident management, root cause analysis, and continuous improvement initiatives.

Required Skills & Qualifications:

  • Strong hands-on experience with:

  • Genesys Trunks (SIP, TDM)

  • Media Regions and media server configuration
  • WebRTC integration and troubleshooting

  • Genesys Voice platform (Cloud or On-Prem)

  • Proven ability to handle:

  • Voice quality issues (MOS scoring, packet analysis)

  • Number connectivity across global carriers

  • Caller ID display configuration and troubleshooting

  • Familiarity with networking protocols (SIP, RTP, TCP/IP)

  • Experience with Linux/Windows environments, basic scripting (Shell, PowerShell)
  • Knowledge of monitoring tools (Wireshark, RTMT, Genesys Pulse, etc.)
  • Excellent communication and documentation skills

Preferred Qualifications:

  • Genesys certifications (GCP Voice, GCA, etc.)
  • Experience with cloud platforms (AWS, Azure)
  • Exposure to ITIL processes and ticketing tools (ServiceNow, Remedy)
  • Understanding of telecom regulations and number portability

Education:

  • Bachelors degree in Computer Science, Information Technology, Electronics, or related field (or equivalent experience)

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