Job Description: Genesys Contact CX Support Specialist
The Genesys Contact CX Support Specialist will be responsible for providing Level-2/3 support services, ensuring adherence to agreed service levels (SLA) with regard to Response Time and Restoration Time targets. you will play a pivotal role in designing, implementing, and managing our Genesys Cloud CX environment, ensuring it meets the evolving needs of our organization.
Required Qualifications
• Extensive & core experience working with Genesys Support and Cloud Architect
• Extensive experience in contact center operations, contact center technologies, and contact center strategies.
• Hands on experience with Genesys CTI Routing for multimedia, Voice and Outbound experience preferred a must.
• Expertise on developing strategies/workflows based on Service Level, Database driven, Skill based, threshold or Multi Site criteria
• Experience collaborating with stakeholders to translate business needs into user stories, including elicitation, analysis, and documentation.
• Expertise in contact center technologies, including IVR, CRM, WFM, etc., with the ability to research and identify optimal solutions. Proficiency in documenting business and system requirements,
• Good troubleshooting and log reading skills are a must
• Good understanding of large enterprise architecture and experience provide support end to end on contact center and related telecom services
• Ability to do Knowledge transfer & provide guidance to team members
• Extensive experience with Genesys platform and Cloud architecture
• Create , Manage and Enhancing IVR Self-Service and Voice bot for Call Delivery via ACD
• Administration and integrate with Microsoft Teams to enable agents to escalate complex issues
• Create and Manage outbound dialing campaigns
• Work closely with Genesys-Care to resolve product or Cloud platform-related issues.
• Manage and track issue investigation and resolution, ensuring proper change control processes are in place.
• Offer 24x7 remote support services for issues related to the Genesys Cloud Production environment reported by the end customer.
• Provide solutions or workarounds for issues in conjunction with Genesys Care.
• Genesys environment setup, troubleshooting and support
• Setup and support ASR and TTS systems
• Handling Application deployments, requesting ACLs/Firewalls, working with third party vendors if it required
• Design, documentation and maintaining the environment relevant to AWS region for Genesys pure cloud
• Knowledge of Genesys Framework (Config + Management).
• Knowledge with network and common data center infrastructure
• Excellent interpersonal, collaboration and communication skills Mandatory skills Extensive experience with Genesys Pure cloud , Genesys platform architecture
• Genesys Cloud environment Administration , troubleshooting and support.
QualificationsGenesys Contact CX S
About UsAt Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
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