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/

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