Job Description
IT APPLICATIONS 3
**General Information**
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City
Kolkata
State/Province
West Bengal
Country
India
Department
IM ENGINEERING
Date
Tuesday, January 20, 2026
Working time
Full-time
Ref#
20037812
Job Level
Individual Contributor
Job Type
Experienced
Job Field
IM ENGINEERING
**Description & Requirements**
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**About Xerox Holdings Corporation**
At Xerox, **we make work, work!** For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging. (https://www.xerox.com/en-us/jobs/diversity)
Position Overview
Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.
When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.
From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.
Role PurposeThe Genesys Cloud Support Specialist is responsible for the operational management, configuration, support, and continuous improvement of the Genesys Cloud contact center platform.The role ensures high availability, excellent service performance, and efficient delivery of change, while acting as a key interface between internal teams, end users, and external support groups.
Key Responsibilities
Platform Operations & Administration.
Perform daily Genesys Cloud health checks, including DID/TFN test calls and validation of system response behaviour.
Monitor Genesys Cloud system status and platform availability; notify the service desk of planned/unplanned outages or service disruptions.
Manage and respond to incidents and service requests raised through the Xerox ticketing system.
Conduct MACD (Move, Add, Change, Delete) operations including:
User, roles, skills, workgroups, wrap codes
Stations, managed phones
Status messages, recording policies
Schedules, schedule reports
Standard dial plan changes
Add or modify call routing flows using Genesys Architect.
Capture logs, diagnostic data, and troubleshoot platform issues.
Provide real-time resolution of issues discovered during checks or raised by users.
Support configuration and scheduling of both ad-hoc and historical reporting.
Incident Management
Act as Incident Owner for Genesys Cloud platform issues.
Participate in incident triage and provide platform expertise.
Escalate tier-III or code red incidents to Genesys Care or other higher tier support teams.
Participate in Sev1 and Sev2 incident calls and ensure timely communication to stakeholders.
Ensure delivery of RCA for all Sev1 and Sev2 incidents within agreed timelines.
Change Management & Enhancements
Deliver configuration changes, enhancements, and optimisations to the Genesys Cloud environment.
Implement pre-approved changes in alignment with ITIL change processes.
Perform changes submitted through Service Requests (e.g., Holiday schedules, Open /close updates, Announcement changes, call flow updates).
For requests exceeding standard support thresholds (e.g., >40 hours):
Facilitate requirements gathering
Coordinate with Professional Services
Support delivery, migration, and operational handover
Maintain accurate operational documentation following changes.
General Responsibilities
Perform unplanned activities or priority shifts directed by the Service Owner/SPOC.
Support transition activities for new features, new sites, or new platform components.
Ensure all platform work adheres to governance, security, and service management standards.
Skills & Experience
Essential
Hands-on operational experience administering Genesys Cloud CX.
Strong understanding of contact centre technologies: routing, IVR, telephony, SIP, queues, skills, ACD behaviour.
Experience with incident, problem, and change management processes (ITIL-aligned).
Ability to troubleshoot call flows, routing issues, disconnects, and platform anomalies.
Experience working with vendor support teams (e.g., Genesys Care).
Strong documentation skills and ability to produce clear procedures.
Ability to coordinate major incidents and provide calm, structured communication.
Competence in analysing logs and diagnostic information.
Desirable
Experience creating/modifying call flows in Genesys Architect.
Working knowledge of reporting within Genesys Cloud.
Understanding of network fundamentals related to VoIP and cloud telephony.
Experience supporting enterprise contact centre environments.
ITIL Foundation certification.
Knowledge of integrations (APIs, web services, bots) beneficial but not mandatory.
Behaviours & Competencies
Strong ownership mindset with a customer-focused approach.
Excellent communication skills – able to interface with users, managers, vendors, and technical teams.
Highly organised with the ability to manage multiple priorities.
Problem-solver with analytical thinking and attention to detail.
Collaborative team player with a proactive improvement mindset.
Confident handling urgent and high-pressure incident situations.
Qualifications
Bachelor’s degree in computer science, Information Technology, or related field (or equivalent work experience).
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
**General Information**
Press space or enter keys to toggle section visibility
City
Kolkata
State/Province
West Bengal
Country
India
Department
IM ENGINEERING
Date
Tuesday, January 20, 2026
Working time
Full-time
Ref#
20037812
Job Level
Individual Contributor
Job Type
Experienced
Job Field
IM ENGINEERING
**Description & Requirements**
Press space or enter keys to toggle section visibility
**About Xerox Holdings Corporation**
At Xerox, **we make work, work!** For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging. (https://www.xerox.com/en-us/jobs/diversity)
Position Overview
Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.
When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.
From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.
Role PurposeThe Genesys Cloud Support Specialist is responsible for the operational management, configuration, support, and continuous improvement of the Genesys Cloud contact center platform.The role ensures high availability, excellent service performance, and efficient delivery of change, while acting as a key interface between internal teams, end users, and external support groups.
Key Responsibilities
Platform Operations & Administration.
Perform daily Genesys Cloud health checks, including DID/TFN test calls and validation of system response behaviour.
Monitor Genesys Cloud system status and platform availability; notify the service desk of planned/unplanned outages or service disruptions.
Manage and respond to incidents and service requests raised through the Xerox ticketing system.
Conduct MACD (Move, Add, Change, Delete) operations including:
User, roles, skills, workgroups, wrap codes
Stations, managed phones
Status messages, recording policies
Schedules, schedule reports
Standard dial plan changes
Add or modify call routing flows using Genesys Architect.
Capture logs, diagnostic data, and troubleshoot platform issues.
Provide real-time resolution of issues discovered during checks or raised by users.
Support configuration and scheduling of both ad-hoc and historical reporting.
Incident Management
Act as Incident Owner for Genesys Cloud platform issues.
Participate in incident triage and provide platform expertise.
Escalate tier-III or code red incidents to Genesys Care or other higher tier support teams.
Participate in Sev1 and Sev2 incident calls and ensure timely communication to stakeholders.
Ensure delivery of RCA for all Sev1 and Sev2 incidents within agreed timelines.
Change Management & Enhancements
Deliver configuration changes, enhancements, and optimisations to the Genesys Cloud environment.
Implement pre-approved changes in alignment with ITIL change processes.
Perform changes submitted through Service Requests (e.g., Holiday schedules, Open /close updates, Announcement changes, call flow updates).
For requests exceeding standard support thresholds (e.g., >40 hours):
Facilitate requirements gathering
Coordinate with Professional Services
Support delivery, migration, and operational handover
Maintain accurate operational documentation following changes.
General Responsibilities
Perform unplanned activities or priority shifts directed by the Service Owner/SPOC.
Support transition activities for new features, new sites, or new platform components.
Ensure all platform work adheres to governance, security, and service management standards.
Skills & Experience
Essential
Hands-on operational experience administering Genesys Cloud CX.
Strong understanding of contact centre technologies: routing, IVR, telephony, SIP, queues, skills, ACD behaviour.
Experience with incident, problem, and change management processes (ITIL-aligned).
Ability to troubleshoot call flows, routing issues, disconnects, and platform anomalies.
Experience working with vendor support teams (e.g., Genesys Care).
Strong documentation skills and ability to produce clear procedures.
Ability to coordinate major incidents and provide calm, structured communication.
Competence in analysing logs and diagnostic information.
Desirable
Experience creating/modifying call flows in Genesys Architect.
Working knowledge of reporting within Genesys Cloud.
Understanding of network fundamentals related to VoIP and cloud telephony.
Experience supporting enterprise contact centre environments.
ITIL Foundation certification.
Knowledge of integrations (APIs, web services, bots) beneficial but not mandatory.
Behaviours & Competencies
Strong ownership mindset with a customer-focused approach.
Excellent communication skills – able to interface with users, managers, vendors, and technical teams.
Highly organised with the ability to manage multiple priorities.
Problem-solver with analytical thinking and attention to detail.
Collaborative team player with a proactive improvement mindset.
Confident handling urgent and high-pressure incident situations.
Qualifications
Bachelor’s degree in computer science, Information Technology, or related field (or equivalent work experience).
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
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