Senior Systems Engineer - IT Service Management
Infosys (company site, opens in a new tab)PuneOn-siteDirect career pageEst. 12–22 LPA
Posted on 25 Sept
Reach people at Infosys
People at this company you can reach
Log in to see who works here
Create a free account or log in to see the people at Infosys you could write to:
- Recruiters & HR
- People in this function
- Work addresses
Your match
Against your primary resume
Log in to see your match score
Create a free account or log in to unlock your CV match score across:
- Role fit
- Experience
- Industry relevance
Protocol Intelligence
How competitive this role is
Competition
Background fit
Strictness
Log in to see why each signal reads the way it does.
Job description
Structured overview of role & requirements
About This Role
- Manage and resolve BAU incidents and requests for Genesys PureCloud voice Contact Center aligning to SLA.
- Troubleshoot complex issues including WebRTC clients, BYOC trunks, SIP voice quality, coordinating with vendors and stakeholders for resolution.
- Implement change management by configuring call flows, trunks, contact center parameters, and provide user training and documentation support.
Minimum Requirements
- Work experience with Genesys PureCloud voice Contact Center and call flows.
- Experience with GCV and SIP BYOC carriers and Genesys APIs.
- Experience integrating CRM platforms like ServiceNow and Salesforce with Genesys Cloud.
- Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Experienced in troubleshooting multi-regional international Contact Center environments with knowledge of multiple CCaaS platforms.
- Skilled in managing incident escalations and implementing permanent fixes in complex voice infrastructure setups.
- Capable of cross-functional coordination involving technical teams, vendors, and end users to maintain Contact Center performance and documentation.