Genesys SME
Tata Consultancy Services
2 - 5 years
Hyderabad
Posted: 05/02/2026
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Job Description
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: 46 years in contact center technology or Genesys platform support.
- Technical Skills:
- Hands-on experience with Genesys Engage or Genesys Cloud CX components.
- Knowledge of SIP, VoIP, IVR, and call routing principles.
- Familiarity with APIs and integration concepts.
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