Cloud Support Engineer

Job Title : Genesys Cloud Engineer

Location : Pune, Chennai

Work Type : Hybrid

Salary: Rs. 15 Lacs to 32.10 Lacs

Experience - 4-12 Years

Notice Period: 90 days

About ARA's Client – Leading Technology Firm

ARA's Client is a prominent player in the technology sector, known for their innovative solutions and commitment to excellence. They focus on delivering transformative services to clients across various industries. The organization fosters a culture of collaboration and continuous improvement, making it an ideal workplace for talented professionals.

Role Summary

They are seeking a Genesys Voice Platform expert who will provide technical support and ensure the stability of their systems. The ideal candidate will play a crucial role in diagnosing issues and delivering effective resolutions.

Key Responsibilities

- Provide L1–L2 technical support for infrastructure and applications.

- Act as the primary interface with users to diagnose issues.

- Ensure service stability and quality support across platforms.

- Manage user provisioning and call routing.

- Support SIP Trunking and telephony troubleshooting.

- Perform incident and problem management.

- Integrate Genesys Cloud with various enterprise applications.

- Support AI capabilities such as Predictive Routing and Virtual Agents.

Must-Have Qualifications

- 8-12 years of experience in Genesys Voice Platform.

- Hands-on experience with Genesys Cloud administration.

- Strong troubleshooting and analytical skills.

- Excellent communication and customer-facing abilities.

- Bachelor's Degree in Engineering or related field.

Nice to Have

- Experience with AWS or Azure.

- Familiarity with ITIL framework.

- Certifications in Genesys Cloud or Microsoft Azure.

- Exposure to AI technologies.

Behavioral Competencies

- Strong ownership mindset.

- Excellent stakeholder communication.

- Ability to work collaboratively.

- Passion for customer experience transformation.

Why Join Us

- ARA's Client offers a dynamic work environment focused on innovation.

- They provide opportunities for professional growth and development.

- The organization values diversity and inclusion.

- Employees can make a significant impact on client success.