Genesys Telecom Engineer

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. 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.

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.