Genesys Developer, IT

The opportunity:

We are looking for Genesys Developer, primarily responsible to work on application side of contact center platform and for overseeing global telecommunication technology support and operations, including Teams\Skype collaboration services and related voice calling and teleconferencing infrastructure on the Genesys Platform.



  • Ability to quickly troubleshoot technical issues and drive fast resolution time.
  • Collaborative with technical team and other business colleagues to drive successful operational and project outcomes.
  • Strong planning and organization skills, for self and for directing the work or others, including other business function.
  • Oversee\manage Skype\Teams voice and meeting collaboration technology and services, including dial-in conferencing, desk\conference phones, and PSTN interfaces. Responsible for providing consistent high level of quality and quick resolution of issues when they occur. 35% of Time Spent
  • Oversee\manage global mobile phone services by working with regional and global management partners to ensure effective operations with ordering, billing, and cost control measures. 20% of Time Spent
  • Oversee\manage cellular data services, including site networking and IoT data. 15% of Time Spent
  • Oversee\manage the call center platform. 10% of Time Spent
  • Manage current Genesys PureCloud platforms, proactively explore and recommend on implementing new features, enhancement which will help business to improve on CX.
  • Meet and understand business requirements/need, developing use case documentation and partnering with business partners to deliver solutions.
  • Document and maintain the new implementations/ongoing changes to the current environment
  • Coordinate with in-house technical teams, external vendors and resolve problems



  • 4+ years working extensively with telecom technologies; managing both technology implementation and support and providing telecom services for a global organization.
  • Significant working knowledge of integrated voice collaboration suites from Microsoft (Skype, Teams preferred); Genesys, Cisco, or others will qualify. Including VoIP\SIP telephony endpoints.
  • Significant working knowledge of PSTN technologies and vendors (ISDN, PRI, POTS lines, SIP, toll-free) and PSTN interfaces (gateways, ATA s, multiplexers, SIP routers).
  • Working hands on experience on the Contact Center Platform (application layer and SI) - Genesys Cloud Solution Platform is preferable.
  • Understanding of UC communication platforms on both sides (telecom and platform side).
  • Experiential knowledge and ability to analyze a telecommunication order form, invoice, or service report and understand the details sufficient to effectively manage such services.
  • Working knowledge of global mobile data solutions for networking and IoT.
  • Knowledge of mobile phone and cellular technology management in a global company.
  • Knowledge of agent call management \ call center platforms a plus.
  • Knowledge of Telecom Expense Management (TEM) a plus.
  • Technology certifications for Skype\Teams preferred (Avay, Cisco, et al are also relevant)
  • Technical Skills: Genesys training and certification
  • Hands-on IVR/Routing strategy development
  • Hands-on on Genesys Web development tools.
  • Experience on CTI, SIP VoIP technology


Learn about Our Culture:

CACTUS is a culture-driven company powered by its people, their passion, and their inspiration. All Cactizens live by the culture and values that define us. We value people for their talent, personality, competency, and the ability to learn and grow. We create a work environment that allows people to thrive and show their best performance. We believe in meritocracy.

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We encourage all Cactizens to talk openly about their ideas and opinions and provide feedback to anyone who is a part of CACTUS, regardless of designation, experience, or seniority. We also encourage them to place their trust and be open to differences in opinions and feedback.

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Cactus Communications Pvt. Ltd.
B-502, Satellite Gazebo, Guru Hargovindji Marg,
Andheri (East), Mumbai - 400093, India
Phone: +91–22–67148888 Fax: +91–22–67148889