Senior Technical Consultant - Genesys
Orange (company site, opens in a new tab)MumbaiOn-siteDirect career pageEst. 18–30 LPA
Posted on 25 Sept
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Job description
Structured overview of role & requirements
About This Role
- Manage and support Genesys Cloud Contact Center solutions to ensure uptime and operational excellence, including incident, change, and problem management.
- Lead implementation and transformation of Contact Center solutions to Genesys Cloud platform, handling technical troubleshooting and production support.
- Drive documentation, reporting, knowledge management, and conduct internal training sessions on best practices and new technologies.
Minimum Requirements
- Hands-on experience supporting Genesys Cloud Contact Center solutions in enterprise production environments.
- Strong understanding of Genesys Cloud and/or Genesys Engage architecture, including inbound and outbound contact center functions.
- Experience with ACD, IVR, routing, queues, skills, agents, groups, interaction management, and call flow troubleshooting.
- Willingness to work in rotational shifts for 24x7 operations/project assignments.
Ideal Candidate Profile
- Experience in enterprise or financial-services contact center environments with technical operational roles.
- Ability to analyze and troubleshoot call routing logic, agent interactions, and integration with platforms like Verint for recording.
- Proactive in learning, certifications, and driving knowledge transfer sessions within teams, with comfort in handling escalations and vendor coordination.