Responsibility Provide first-level support for Genesys products, addressing technical issues raised by customers and internal teams. Monitor and resolve incidents using ticketing systems, ensuring timely updates and communication with stakeholders. Perform basic troubleshooting of Genesys applications, including configuration and performance issues. Assist in the configuration, customization, and optimization of Genesys applications based on client requirements. Maintain and update technical documentation, including knowledge base articles and user manuals. Work closely with support teams to escalate complex issues and assist in problem resolution. Communicate effectively with customers to understand their needs and provide solutions or guidance. Participate in system upgrades, migrations, and implementations, ensuring minimal disruption to services. Assist in training and onboarding new team members or customers as needed. Qualifications Bachelors degree in Computer Science, Information Technology, or a related field. Understanding of Genesys products (e.g., Genesys Cloud, PureConnect). Familiarity with telecommunication concepts and contact center operations. Strong troubleshooting skills and attention to detail. Excellent communication skills, both written and verbal. Ability to work in a fast-paced environment and manage multiple priorities. Preferred Skills Experience with SQL or similar database technologies. Knowledge of scripting languages (e.g., JavaScript). Certifications in Genesys products or related technologies. Job Location - Airoli, Navi Mumbai Interested candidate share CV at kavita.kamtekar@digitide.com