Genesys Lead Consultant

Infosys is a global leader in next-generation digital services and consulting. We're looking for a Lead Consultant for Genesys Cloud Contact Center to provide advanced technical support for contact center platforms based on Genesys Cloud CX. The role involves handling complex incidents, performing root cause analysis, supporting production environments, and ensuring high availability and performance of contact center solutions.

Roles and Responsibilities

• Lead the team and resolve complete production-down situations within SLA.

• Provide Level 3 technical support for Genesys Cloud CX across voice and digital channels.

• Troubleshoot complex issues across voice (SIP, telephony, call flows), ACD, IVR, routing, queues, digital channels, and Workforce Engagement.

• Design and develop Agent Copilot (Agent Assist) solutions using Genesys Cloud CX.

• Build, develop, configure and troubleshoot Genesys Cloud AI solutions.

• Support Salesforce and ServiceNow integrations, including customisations and enhancements.

Required Skills & Experience

• 7+ years in Contact Center support or engineering, with 5+ years hands-on with Genesys Cloud CX.

• Strong knowledge of SIP, VoIP, telephony, call routing, IVR, flows, queues, and REST APIs.

• Experience with incident management in enterprise production environments and cloud platforms (AWS preferred).

• Genesys Cloud Professional or Architect certification preferred.