Genesys SME

Key Responsibilities
Platform Administration
Assist in configuring and maintaining Genesys components (Routing, IVR, SIP Server, Workspace, GVP).
Manage user profiles, queues, routing strategies, and call flows.
Monitor system health and performance; ensure uptime and SLA compliance.
Incident & Problem Management
Troubleshoot Genesys-related issues (voice, chat, email, digital channels).
Collaborate with vendors and internal teams for root cause analysis and resolution.
Document incidents and update knowledge base for recurring issues.
Integration & Deployment
Support integration of Genesys with CRM, ITSM, and workforce management tools.
Assist in implementing new features, patches, and upgrades.
Validate configurations and participate in UAT for new deployments.
Reporting & Analytics
Generate reports on call volumes, agent performance, and routing efficiency.
Provide insights to improve customer experience and operational KPIs.
Governance & Compliance
Ensure adherence to security, data privacy, and compliance standards.
Maintain accurate documentation for audits and governance reviews.
Continuous Improvement
Identify opportunities for automation and optimization within Genesys workflows.
Stay updated on Genesys enhancements and best practices.
Required

Skills & Qualifications

Experience:

4–6 years in contact center technology or Genesys platform support.
Technical

Skills:

Hands-on experience with  Genesys Engage or Genesys Cloud CX  components.
Knowledge of SIP, VoIP, IVR, and call routing principles.
Familiarity with APIs and integration concepts.