Genesys Technical Specialist

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A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

• Monitor, maintain, and support the Genesys Engage platform across production and non‑production environments.
• Execute ITIL processes including Incident, Problem, Change, and Service Request Management.
• Troubleshoot and resolve real‑time issues related to routing, IVR, integrations, and call flows.
• Perform root cause analysis and develop corrective and preventive actions.
• Support configuration changes and release deployments following change‑control guidelines.
• Collaborate with cross‑functional teams such as network, voice, infrastructure, and application support.
• Provide on‑call and after‑hours support as needed for critical incidents or releases.
• Prepare and maintain operational documentation, runbooks, and platform knowledge bases.
• Contribute to continuous improvement initiatives to enhance performance, reliability, and automation.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

Preferred Technical And Professional Experience

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