Job Description – Genesys Dialer Support Lead
Experience: 8–15 Years
Location: Gurugram
About the Role: We are seeking an experienced Genesys Dialer Support Lead to manage and lead the L1/L2 support operations for a large enterprise Contact Center environment. The candidate will lead a team of 5–10 support engineers, coordinate with business stakeholders, manage incidents, service requests, and change requests, while ensuring high platform availability and service excellence.
Key Responsibilities
Production Support & Operations
- Lead day-to-day L1/L2 support for the Genesys Dialer and CRM platform.
- Ensure uninterrupted operation of outbound dialling campaigns and contact center services.
- Monitor production systems, troubleshoot issues, and coordinate timely resolution.
- Handle production incidents, service requests, and operational escalations.
- Perform root cause analysis (RCA) and implement preventive measures.
- Ensure adherence to agreed SLAs and operational KPIs. Genesys Platform Support
- Support and troubleshoot the Genesys Dialer platform.
- Work on campaign configuration, dialling strategies, call routing, and agent-related issues.
- Coordinate with Genesys product support teams for product-related issues.
- Assist in deployment of configuration changes and production releases.
- Support CRM integration with the Genesys platform. Team Leadership
- Lead and mentor a team of 5–10 L1/L2 support engineers.
- Allocate work, monitor team performance, and ensure timely ticket resolution.
- Conduct regular review meetings and provide technical guidance.
- Manage shift planning and resource allocation where required.
- Ensure adherence to ITIL support processes and operational standards. Stakeholder Management
- Act as the primary point of contact for business users and client stakeholders.
- Coordinate with internal teams, vendors, and Genesys support teams.
- Provide regular status updates, incident reports, and operational dashboards.
- Participate in governance meetings and service review discussions.
Change & Release Management
- Review and implement approved Change Requests (CRs).
- Support production deployments and release activities.
- Ensure proper documentation, rollback planning, and change validation.
- Maintain operational documentation and knowledge base.
Required Skills Mandatory
- 8–15 years of IT experience.
- Strong hands-on experience with the Genesys Dialer platform.
- Experience supporting Genesys CRM or integrated CRM environments.
- Experience managing L1/L2 production support for enterprise contact center applications.
- Proven experience leading teams of 5–10 members.
- Strong knowledge of
- Outbound Dialer Operations
- Campaign Management
- Call Routing
- Contact Center Operations
- Agent Desktop Support
- Experience with Incident, Problem, and Change Management.
- Strong troubleshooting and analytical skills.
- Excellent communication and stakeholder management abilities.
Preferred Skills:
- Experience working in enterprise contact center support environments.
- ITIL Foundation certification or equivalent experience.
- Experience with ServiceNow, Jira, or similar ITSM tools.
- Basic SQL knowledge for troubleshooting.
- Exposure to production monitoring and reporting tools.
- Experience in transition and stabilization projects.
Preferred Qualifications:
• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field. • ITIL certification is preferred.
- Genesys certifications are an added advantage.
Ideal Candidate Profile:
- 8–15 years of experience in Contact Center technologies with a strong focus on Genesys products.
- Hands-on experience supporting Genesys Dialer in a production environment.
- Experience leading L1/L2 support teams of 5–7 members.
- Strong understanding of Contact Center operations, outbound dialling, and CRM integrations.
- Experience managing production incidents, change requests, releases, and stakeholder communications.
- Ability to lead transition, stabilization, and ongoing support activities in an enterprise environment
