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Senior Technical Support Engineer - Voice
Intertec Systems —Indore, Madhya Pradesh
- Rotational shift
- Azure
- Computer Science
- Software troubleshooting

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Technical Support Engineer - Service Desk
Intertec Systems —Indore, Madhya Pradesh
This position delivers excellent customer service and supports smooth IT operations across the organization. Excellent communication and customer service skills…

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Senior Technical Support Engineer - Voice

Intertec Systems -
Indore, Madhya Pradesh

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Job details

Permanent

Qualifications

ITIL Certification
Azure
Computer Science
Software troubleshooting
Salesforce
Technical support
Java
AWS
Analysis skills
IVR
Bachelor's degree
ITIL
Scripting
APIs
ServiceNow
Communication skills
Python

Full job description

Technical Support

Indore, India

Permanent

Job Title: Senior Technical Support Engineer - Voice

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.

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

Experience: 5 – 10 years

Responsibilities:

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.

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

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