Genesys Cloud Support Engineer at FSP Solutions in Kolkata

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: kannayya@finalsearch.io |  Website: www.finalsearch.io