Job Description:Job SummaryThe 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 experiencesKey ResponsibilitiesLead the design and architectural strategy for complex Genesys CloudGenesys Engage environmentsDevelop scalable and resilient solutions to support highvolume contact centersEnsure the architecture meets current business needs and is flexible for future growthOversee the development of sophisticated call routing strategies IVR solutions and customer engagement workflowsDesign and implement AIpowered solutions including chatbots voicebots and predictive routingLead the customization of agent desktops dashboards and reporting tools to meet business objectivesLead the integration of Genesys solutions with CRM systems workforce management tools and other enterprise applicationsWork closely with DevOps and IT teams to implement CICD pipelines for Genesys environmentsManage APIs and web services to ensure seamless data flow across systemsConduct indepth performance analysis and implement optimizations for call quality system speed and user experienceUse data analytics and reporting tools to identify trends and opportunities for continuous improvementEnsure the platform is optimized for peak performance during hightraffic periodsAct as a subject matter expert SME for all Genesysrelated initiatives within the organizationEnsure that the Genesys platform complies with industry standards data protection regulations and security protocolsConduct regular security audits and implement measures to protect against vulnerabilitiesServe as the escalation point for complex technical issues related to the Genesys platformLead root cause analysis and incident management for critical issuesDevelop and maintain disaster recovery plans and ensure system redundancyCreate comprehensive documentation for all system configurations processes and troubleshooting guidesContinuously review and refine operational processes to improve efficiency and reliabilityQualificationsEducation Bachelors or Masters degree in Computer Science Information Technology or a related field or equivalent experienceExperience 10 years of handson experience with Genesys solutions including Genesys Cloud Genesys Engage and related componentsTechnical SkillsExpertise in Genesys platform architecture configuration and deploymentStrong programming skills in languages like Java Python or CAdvanced knowledge of SIP VoIP telephony and network technologiesExperience with cloud infrastructure AWS Azure etc and virtualizationSoft SkillsExcellent communication presentation and stakeholder management skillsStrong analytical thinking and complex problemsolving capabilitiesGood to have QualificationsGenesys Certified Professional GCP or Genesys Certified Expert GCEExperience with AI machine learning Copilot and customer experience analyticsFamiliarity with AgileScrum methodologiesExperience in global contact center implementations and largescale deploymentsSkills:Mandatory Skills : Java,Node.js,React,GenesysAbout Company: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/.
