Genesys Cloud Support Engineer

Role – Genesys Cloud Engineer (24/6 role)

Client – New American Funding (NAF)

Location – Chennai (Perungalathur)

Work Mode – Hybrid (3 days office in a week)

Shift Time – 8.30 P.M – 5.30 A.M IST

Mode of interview – Virtual

Exp – 5+

Responsibilities:

• Create and modify call flows, queues, roles, permissions, and sites in the Genesys Cloud platform.

• Manage and update user accounts for Contact Centre systems such as Free voice and Genesys.

• Provide end-user support, including desktop software and hardware troubleshooting.

• Manage tickets per SLAs and coordinate with vendors for resolution.

• Track and manage Contact Centre assets and optimize processes.

• Mentor support personnel on hardware and software troubleshooting.

Core Competencies:

• Minimum Experience: 0-3 years (entry-level role)

• Experience or working knowledge of the Genesys Cloud platform (certification preferred).

• Familiarity with APIs, WebRTC, SIP, basic programming, and networking troubleshooting.

• Proficiency in tools like Wireshark and experience in desktop support.

• Strong problem-solving, analytical, and documentation skills.

• Excellent communication (written and verbal) and customer service abilities.

• Ability to work independently in a high-pressure, fast-paced environment