Job Description

Key Responsibilities

  • Platform Administration
  • Assist in configuring and maintaining Genesys components (Routing, IVR, SIP Server, Workspace, GVP).
  • Manage user profiles, queues, routing strategies, and call flows.
  • Monitor system health and performance; ensure uptime and SLA compliance.
  • Incident & Problem Management
  • Troubleshoot Genesys-related issues (voice, chat, email, digital channels).
  • Collaborate with vendors and internal teams for root cause analysis and resolution.
  • Document incidents and update knowledge base for recurring issues.
  • Integration & Deployment
  • Support integration of Genesys with CRM, ITSM, and workforce management tools.
  • Assist in implementing new features, patches, and upgrades.
  • Validate configurations and participate in UAT for new deployments.
  • Reporting & Analytics
  • G...

Apply for this Position

Ready to join Tata Consultancy Services? Click the button below to submit your application.

Submit Application