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Genesys Cloud Support Engineer (West Bengal)

FSP Solutions · All India

📅 05/08/2026
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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: | Website: www.finalsearch.io .
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