Job Overview

Job Title: Genesys Support Engineer

Job Type: Full-time | Permanent
Work Mode: Remote (Work from Home)
Pay: ₹10,00,000 – ₹20,00,000 per year
Schedule: Monday to Friday | Night Shift
Benefits:

• Health Insurance

• Remote Work

Role Overview:

We are looking for a skilled and proactive Genesys Support Engineer to join our growing remote team. This role is ideal for candidates with a strong background in Genesys Cloud Products, telecommunications, and enterprise voice solutions. You will play a key role in managing and supporting our global voice infrastructure.

Key Responsibilities:

• Research, plan, and implement voice projects, coordinating with business stakeholders.

• Proactively identify and troubleshoot issues within the voice and contact center environments.

• Develop and deploy omnichannel flows (IVR, Chat, Email, etc.) using Genesys Cloud Architect.

• Configure tools, processes, and workflows based on business needs.

• Coordinate telecommunication changes with users and maintain related documentation.

• Conduct capacity planning – trunking, ports, licenses, etc.

• Manage internal Telecom ticketing system and resolve issues promptly.

• Administer cloud-based telecom infrastructure – SIP trunks, WebRTC, toll-free numbers.

• Collaborate with vendors and internal teams, sharing technical knowledge.

• Participate in the Voice On-Call rotation.

Required Qualifications and Skills:

• Bachelor’s degree in a related field.

• Minimum 2 years experience with Genesys Cloud products.

• Genesys Cloud Certified Professional (GCP-GC) preferred.

• Knowledge of Avaya systems is a plus.

• Hands-on experience with:

  • Genesys Architect, WFM, QM, Reporting, Chatbots, CRM systems

  • ACD and call center operations

  • SIP troubleshooting and voice infrastructure (SBCs, POTS, ISDN, PRI)

  • TCP/IP, DHCP, QoS networking

• Microsoft Teams and Unified Communications knowledge

• Strong communication skills (verbal and written)

• Experience working with geographically dispersed teams

• Strong organizational, analytical, and documentation skills

• Proficient in Microsoft Office Suite

If you’re a motivated telecom professional with Genesys expertise and a desire to work remotely in a challenging, rewarding environment, we’d love to hear from you.

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