Project Role : Custom Software Engineer
Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.
Must have skills : Genesys Cloud CX
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: • Responsible for handling day-to-day contact center operations, requirements, and issues.Provide L1.5 support for operational activities including basic troubleshooting of associated services on Genesys Cloud. Roles & Responsibilities: o Good understanding about Genesys Cloud - Account Settings, People and Permission, Directory, Integration, Architect – Call flow design, Documents, Telephony, Contact Center, Message, Architect, Predictive Engagement, Routing, Performance and Engagement, Troubleshooting, Workforce Management, Outbound, Knowledge, Quality. Troubleshoot and provide timely resolutions to production support issues. o Trunks – SIP, ISDN PRI and BRI, Analog trunks o Network connectivity to the Genesys Cloud and Agents. o Ability to identify the issues by reading logs – Agents, SIP Messages, ISDN logs, Debug, Wireshark. • Understanding of contact center reporting and customization • Vendor and Service Provider management for resolving issues. • Understand requirements from client and create design documents. • Planning, coordinating, tracking and executing Migrations. • Contribute process improvement areas. • Identify automation areas and implement the automations to optimize the team efforts. • Mentoring team members to achieve target timelines and deliverables. • Handling escalations related to project deliverables. • Motivating team members to upskill / cross skill. Professional & Technical Skills: • Sound technical knowledge and hands-on experience on Genesys Cloud CX. • Implementation and maintenance of the Genesys Cloud solutions • Ability to solve complex technical issues within the Contact Center. • Thorough knowledge and well versed with Genesys Cloud application • Extensive experience in resolving contact center related issues. • Knowledge of IVR, routing and reporting concepts including monitoring tools • Management and troubleshooting of complex client contact center environments. • Implement the changes/network as applicable, test the changes and handover to customer. • Expertise on ITIL processes and project management. • Hands-on experience on Genesys Pure cloud solutions and support and AWS cloud platform knowledge is preferred. • Candidate is expected to work with their internal telecom, infra groups support cloud implementation. • Genesys cloud WEBRTC with SIP flows • Hands on PureCloud Technology suite applications • Hands-on experience on developing flows using Genesys Architect • Hands on in Web Services Integration (3rd party) • Hands on in Custom Reports (Rest API) • Hands-on experience in Configuration setup like IVR, Interaction Routing, WFM, Dialer and Scripter Additional Information: • Minimum 2-3 years of hands-on experience on contact center solutions • Experience in implementing and managing complex contact center solutions. • Good understanding of procedures, application, and concepts within own subject area (and understanding them in the context of the business) • Self-driven, target oriented. • Excellent communication skills. • Previous experience working with cross geography teams. • Ready to work in shift. - A 15 years full time education is required. • Exposure on Call and Screen Recording Solutions • Knowledge of 3rd party solutions such as Lumen Gateway, Intrado, Nexttalk, Agentrack, Wall board integrations. • Genesys Cloud development would be good to have.

15 years full time education

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