Job Title

Key Responsibilities Platform Administration Assist in configuring and maintaining Genesys components (Routing, IVR, SIP Server, Workspace, GVP). Manage user profiles, queues, routing strategies, and call flows. Monitor system health and performance; ensure uptime and SLA compliance. Incident & Problem Management Troubleshoot Genesys-related issues (voice, chat, email, digital channels). Collaborate with vendors and internal teams for root cause analysis and resolution. Document incidents and update knowledge base for recurring issues. Integration & Deployment Support integration of Genesys with CRM, ITSM, and workforce management tools. Assist in implementing new features, patches, and upgrades. Validate configurations and participate in UAT for new deployments. Reporting & Analytics Generate reports on call volumes, agent performance, and routing efficiency. Provide insights to improve customer experience and operational KPIs. Governance & Compliance Ensure adherence to security, data privacy, and compliance standards. Maintain accurate documentation for audits and governance reviews. Continuous Improvement Identify opportunities for automation and optimization within Genesys workflows. Stay updated on Genesys enhancements and best practices. Required Skills & Qualifications Experience:4–6 years in contact center technology or Genesys platform support. Technical Skills: Hands-on experience withGenesys Engage or Genesys Cloud CXcomponents. Knowledge of SIP, VoIP, IVR, and call routing principles. Familiarity with APIs and integration concepts.