Genesys Voice Architect

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Job Description -

Job Title : Expert Genesys Voice Architect / Senior Genesys Voice

Location : Pune/Chennai/Noida

Experience : 10 to 18 years

Summary:

The Expert Genesys Voice Architect / Senior Voice SME is a critical technical leadership position responsible for the end-to-end lifecycle of our Genesys Contact Center ecosystem and integrated voice technologies. This role demands deep technical mastery, strategic foresight, and the ability to drive complex troubleshooting, architectural design, and operational excellence. You will serve as the highest escalation point for critical incidents, mentor L2 teams, and act as a key contributor to strategic projects that enhance our customer and agent experiences.

Required Skill sets:

Expert-level Genesys suite proficiency (Genesys Contact Server, Engage, Cloud, PureConnect, Composer, Routing, Reporting, Administrator, WFM, Speech Analytics) 10+ years Voice Networking experience; very strong Luware, AudioCodes SBC, VoIP/PBX/PSTN,Call Manager’s(Cisco/Avaya/Nortel/Alcatel, CUCM,CME,CUC,UCCX,UCCE), Mobicall Fire Alarm knowledge Expertise in Wireshark (PCAP) and AudioCodes Syslogs Viewer Familiar with Xurrent/TFSNow; exceptional communication, problem-solving, team collaboration, critical thinking, adaptability, mentoring, and strategic thinking.

Technical Expertise : Genesys Mastery : Expert-level understanding and hands-on proficiency across the Genesys ecosystem, including but not limited to Genesys Contact Server, Genesys Engage, Genesys Cloud, Genesys PureConnect, Genesys Composer, Genesys Routing, Reporting/Analytics, Administrator, Workforce Management (WFM), and Speech Analytics.Voice

Networking & Protocols : In-depth knowledge of VoIP, PBX, PSTN, SIP protocol, voice gateways, and trunking.

Specialized Platforms : Luware : Very strong knowledge and practical experience.

AudioCodes SBCs : Expertise in deployment, configuration, and troubleshooting of Session Border Controllers, particularly in VoIP/PBX/PSTN integration scenarios.