Genesys Telecom Engineer

Job Description

Zensar Technologies Limited is seeking a skilled Genesys Telecom Engineer to lead the design, deployment, and upkeep of our Genesys CX telecommunications platform. In this role you will work closely with cross-functional teams, ensure optimal system performance, troubleshoot complex issues, and provide expert support and training to end-users.

Responsibilities

• Design, configure, and deploy Genesys CX telecommunications solutions.
• Gather requirements from stakeholders and create solution architectures.
• Monitor system performance and network traffic, implementing proactive optimizations.
• Troubleshoot complex voice quality, connectivity, and integration issues.
• Provide technical support, user training, and documentation for end-users.
• Implement security controls and ensure compliance with industry standards.
• Manage vendor relationships, procure equipment, and negotiate contracts.
• Evaluate Genesys CX releases, patches, and firmware; plan and execute upgrades.
• Maintain up-to-date system documentation, network diagrams, and knowledge base articles.
• Collaborate with cross-functional teams to integrate Genesys CX with other IT services.

Qualifications

• Bachelor’s degree in Telecommunications, Computer Science, or related field (or equivalent certifications).
• 7-10 years of experience as a Genesys Telecom Engineer with Genesys PureConnect or Genesys CX.
• Strong knowledge of telephony protocols: VoIP, SIP, H.323, ISDN, and analog/digital endpoints.
• Hands-on experience with call routing, voicemail, conferencing, and contact-center solutions.
• Familiarity with Genesys CX (CCaaS and UCaaS) administration, configuration, and troubleshooting.
• Solid understanding of IP networking (LAN, WAN, VLAN, routing protocols).
• Proven analytical and problem-solving abilities for complex technical issues.
• Excellent communication and interpersonal skills for cross-team collaboration.
• Relevant Genesys certifications (e.g., Genesys Certified Professional) highly desirable.
• Ability to work in a fast-paced environment and manage multiple priorities.