Lead Telecom Support Engineer - Genesys CX

Job Title:

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

Position Overview:
We are seeking a skilled and experienced Genesys Voice Engineer to join our team. The ideal candidate will be responsible for designing, implementing, and maintaining Genesys voice solutions to ensure seamless communication systems. This role requires deep technical expertise in Genesys platforms, strong problem-solving skills, and a commitment to delivering high-quality solutions for our clients or organization.

Key Responsibilities:

Design & Implementation:

• Configure and deploy Genesys CCaaS (CX) voice solutions, including Genesys Engage and Cloud.
• In-depth understanding of Genesys Framework, IVR, Digital eServices (Email, Chat, SMS), Routing, Recording and Reporting.
• Integrate Genesys solutions with CRM, IVR, and other third-party applications.

System Maintenance & Optimization:

• Monitor and maintain voice systems to ensure high availability and performance.
• Troubleshoot and resolve technical issues related to Genesys voice applications.
• Perform regular updates and patch management for Genesys environments.

Development & Customization:

• Develop routing strategies, call flows, and scripts tailored to business requirements.
• Customize solutions for specific client or internal business needs.

Collaboration & Support:

• Work closely with cross-functional teams, including network engineers, developers, and QA teams.
• Provide technical support and training to end-users and stakeholders.
• Participate in incident and change management processes.

Documentation & Reporting:

• Create and maintain system documentation, including architecture diagrams, configurations, and SOPs.
• Provide regular performance reports and recommend improvements.

Required Skills & Qualifications:

• Technical Expertise:
  • Proficiency in Genesys Voice platforms (Genesys Cloud, PureConnect, PureEngage).
  • Knowledge of WebRTC technology and experience working on WebRTC based platforms.
  • Experience with SIP, VoIP, and telephony protocols.
  • Knowledge of IVR design, call routing, and voice recording systems.
• Programming & Scripting:
  • Familiarity with languages like Java, C#, or Python for integration.
  • Knowledge of Genesys Composer, SCXML, or routing scripts.
• Tools & Integration:
  • Experience with databases (SQL, Oracle).
  • Knowledge of integrating with CRMs like Salesforce or Microsoft Dynamics.
  • Familiarity with AWS, Azure, or other cloud platforms.
• Soft Skills:
  • Strong analytical and problem-solving skills.
  • Excellent communication and documentation abilities.
  • Ability to work in a collaborative and fast-paced environment.

Preferred Qualifications:

• Genesys Certifications (e.g., Genesys Certified Professional).
• Experience with Agile/Scrum methodologies.

Education:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Relevant work experience may substitute for formal education requirements.

Experience:

• 7+ years of experience working with Genesys voice solutions or in a similar role.
• Multi-task and maintain composure in stressful and demanding work environment, Exercise flexibility and resourcefulness in challenging and/or perplexing situations.
• Knowledge on recording platform (Verint / Nice)- addon

Location:

Language Requirements:

Time Type:

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