JOB TITLE:

Genesys SME (Subject Matter Expert)

LOCATION:

Indore, India

JOB PURPOSE:

The Genesys SME is responsible for the design, implementation, support, and optimization of Genesys contact center solutions. This role requires strong technical expertise in Genesys Cloud / PureEngage / PureConnect platforms, integration knowledge, and the ability to lead L2/L3 support and delivery operations. The SME acts as a technical authority and escalation point for complex incidents and solution design queries.

QUALIFICATION:

• Bachelor’s degree in IT, Computer Science, Electronics, or related discipline.
• ITIL Foundation or equivalent process certification desirable.

CERTIFICATIONS:

• Genesys Certifications (GCXD, GCSS, or equivalent) are highly preferred.

RESPONSIBILITIES (INCLUDES ALL TASKS):

• Provide expert-level technical support for Genesys-based contact center environments (on-prem or cloud).
• Handle incident management, problem analysis, and root cause resolution for Genesys voice, routing, and IVR systems.
• Design, configure, and implement Genesys routing strategies, call flows, and integrations.
• Lead and mentor L1/L2 teams in day-to-day operations and troubleshooting.
• Coordinate with application, network, and telephony teams for cross-functional issue resolution.
• Perform system health checks, capacity monitoring, and performance tuning.
• Support upgrades, patching, and migration activities for Genesys environments.
• Work with business stakeholders to understand requirements and implement custom routing logic or workflows.
• Document solutions, SOPs, and maintain configuration repositories.
• Collaborate with OEM/vendor (Genesys) for critical escalations and product support.

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

• Strong hands-on experience with one or more of the following:
• Genesys Cloud CX (PureCloud)
• Genesys Engage / PureEngage
• Genesys PureConnect
• Proficiency in:
• Routing (Composer, ORS, GVP, SIP Server, URS, CCPulse)
• IVR and CTI integration
• SIP, VoIP, and telephony protocols
• Integration with CRM systems (Salesforce, ServiceNow, etc.)
• Scripting and automation knowledge (Java, Python, or Genesys-specific tools) preferred.
• Experience with cloud deployments (AWS, Azure) and API integrations is an advantage.
• Working knowledge of ITIL processes and change management.

OPTIONAL

• Incident and problem resolution time (SLA adherence).
• Platform uptime and performance stability.
• Successful implementation of configuration changes and enhancements.
• Knowledge sharing and documentation completeness.

SOFT SKILLS:

• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management.
• Ability to lead technical discussions and mentor junior engineers.
• Flexible to work in 24x7 support environment or rotational shifts if required.