Genesys Production Support Engineer
About The Position
The Genesys Production Support Engineer will work in the Infosys Communications, Media, and Technology unit as a Technology Consultant 2. The role supports Contact Center technologies and Genesys platforms, including Genesys administration, IVR, CTI, and VoiceXML. Responsibilities span the software development lifecycle, from documenting business requirements and facilitating design discussions to coding, testing, integrating features, and supporting production systems. The position also involves production issue resolution, preventive reliability strategies, user training, and maintaining technical and support documentation. The role calls for collaboration and strong communication, hands-on software design and coding, the ability to translate complex requirements into development tasks, and coordination with cross-functional teams on software integration. A bachelor's degree or foreign equivalent is required, though three years of progressive specialty experience may substitute for each year of education. The role may require relocation and/or travel to the work or project location. Applicants must be authorized to work in the United States without employer-based visa sponsorship.
Requirements
- At least 8 years supporting Contact Center technologies.
- Genesys platform administration or support experience.
- IVR platform support experience.
- CTI platform support and troubleshooting experience.
- VoiceXML development or support experience.
- Bachelor's degree or foreign equivalent from an accredited institution; three years of progressive specialty experience may substitute for each year of education.
- Authorization to work in the United States for any employer without employer-based visa sponsorship.
Nice To Haves
- Genesys Engage administration.
- SIP, telephony, and CTI troubleshooting.
- Exposure to workforce or reporting tools.
- ITIL Foundation certification.
- Experience with monitoring tools such as Splunk, Dynatrace, or AppDynamics.
- Production incident management experience.
- Banking contact center support background.
Responsibilities
- Document assigned portions of business requirements in accordance with guidance.
- Facilitate software application design discussions and document decisions for the technical team.
- Participate in coding and integrate new features or updates into existing applications while maintaining system stability.
- Conduct code reviews, make codebase changes, and maintain code repositories.
- Implement test strategies, analyze results, and coordinate bug fixes to maintain software quality.
- Develop user training programs, documentation, and support frameworks for transitions to new software applications.
- Resolve production issues and recommend preventive strategies to improve system reliability.
- Maintain records of code, testing techniques, and support activities for the knowledge base and related projects.
- Handle SDLC phases from requirements gathering through implementation.
- Work with cross-functional teams on software integration.
Benefits
- Medical, dental, vision, and life insurance.
- Long-term and short-term disability insurance.
- Health and dependent care reimbursement accounts.
- Accident, critical illness, hospital indemnity, and legal insurance.
- 401(k) plan and contributions dependent on salary level.
- Paid holidays and paid time off.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
