Experience
1 - 6 yrs
Salary (CTC)
₹4L - ₹9L
Job Location
Kolkata, India
Vacancy
1
Designation
Cloud Support Engineer
Job Type
Not specified
Job Description
Role & responsibilities
Key Responsibilities:
- Design and implement Genesys Cloud CX voice and digital solutions
- Configure SIP trunks, telephony, IVR (Architect), queues, routing, and skills
- Develop and maintain Architect flows (Inbound, Outbound, Callbacks, IVR)
- Integrate Genesys Cloud with SBCs (AudioCodes) and enterprise systems
- Configure DTMF, codecs, RTP/SRTP, call recording, and media settings
- Implement outbound dialing (preview, power, predictive)
- Configure call recording, quality management, and analytics
- Troubleshoot call issues (one-way audio, DTMF, call drops, latency)
- Perform UAT, go-live support, DR drills, and production support
- Work with network, security, and bank IT teams
- Raise and manage Genesys support cases
- Prepare solution documents, RCA, SOPs, and audit artifacts
Technical Skills:
- Genesys Cloud CX (Voice, Architect, Admin, Analytics)
- SIP, RTP, SRTP, RFC 2833, SIP INFO
- SBCs: AudioCodes
- IVR & Call Routing
- Outbound Campaign Management
- Call Recording & QM
- REST APIs & Integrations (basic)
Thanks & Regards,
Kannayya V | Talent Acquisition Executive | India Staffing
Cell: +91 9044485774
E-Mail: kannayya@finalsearch.io | Website: www.finalsearch.io
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