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.