Job Description

Role description

Job Summary



The Genesys SME is a key technical leader responsible for the design architecture and optimization of advanced Genesys Contact Center solutions With a deep understanding of the Genesys suite and extensive experience in contact center transformation the Senior Genesys Engineer will drive strategic initiatives ensuring the seamless integration and performance of the platform to deliver superior customer experiences



Key Responsibilities



Lead the design and architectural strategy for complex Genesys CloudGenesys Engage environments



Develop scalable and resilient solutions to support highvolume contact centers



Ensure the architecture meets current business needs and is flexible for future growth



Oversee the development of sophisticated call routing strategies IVR solutions and customer engagement workflows



Design and implement AIpowered solutions including chatbots voicebots and predictive routing



Lead the customization of agent desktops dashboards and reporting tools to meet business objectives



Lead the integration of Genesys solutions with CRM systems workforce management tools and other enterprise applications



Work closely with DevOps and IT teams to implement CICD pipelines for Genesys environments



Manage APIs and web services to ensure seamless data flow across systems



Conduct indepth performance analysis and implement optimizations for call quality system speed and user experience



Use data analytics and reporting tools to identify trends and opportunities for continuous improvement



Ensure the platform is optimized for peak performance during hightraffic periods



Act as a subject matter expert SME for all Genesysrelated initiatives within the organization



Ensure that the Genesys platform complies with industry standards data protection regulations and security protocols



Conduct regular security audits and implement measures to protect against vulnerabilities



Serve as the escalation point for complex technical issues related to the Genesys platform



Lead root cause analysis and incident management for critical issues



Develop and maintain disaster recovery plans and ensure system redundancy



Create comprehensive documentation for all system configurations processes and troubleshooting guides



Continuously review and refine operational processes to improve efficiency and reliability



Qualifications



Education Bachelors or Masters degree in Computer Science Information Technology or a related field or equivalent experience



Experience 10 years of handson experience with Genesys solutions including Genesys Cloud Genesys Engage and related components



Technical Skills



Expertise in Genesys platform architecture configuration and deployment



Strong programming skills in languages like Java Python or C



Advanced knowledge of SIP VoIP telephony and network technologies



Experience with cloud infrastructure AWS Azure etc and virtualization



Soft Skills



Excellent communication presentation and stakeholder management skills



Strong analytical thinking and complex problemsolving capabilities



Good to have Qualifications



Genesys Certified Professional GCP or Genesys Certified Expert GCE



Experience with AI machine learning Copilot and customer experience analytics



Familiarity with AgileScrum methodologies



Experience in global contact center implementations and largescale deployments

Skills

Mandatory Skills :

Java,Node.js,React,Genesys

About LTIMindtree

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700 clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by 83,000+ talented and entrepreneurial professionals across more than 40 countries, LTIMindtree -- a Larsen & Toubro Group company -- solves the most complex business challenges and delivers transformation at scale. For more information, please visit https://www.ltimindtree.com/.