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Job Title

Telecom Engineering - Genesys (Full Suite), IVR, Routing, Survey, SIP Endpoint || Noida / Gurgaon / Pune Location

Exp: 5+ YearsLocation: Noida/ Pune / GurgaonShift: 7 AM to 4 PM OR 1 PM to 10 PM IST5 Days from Office (No Work from Home)

Job Description – Specialist, Cloud Contact Center EngineerLocation:

India (Preferred: Noida / Gurugram / Pune)

Experience:

5+ years

Employment Type:

Full-time

About the Role:

As a Sr. Associate Cloud Contact Center Engineer at Fiserv, you will be part of a high-performing team responsible for engineering, supporting, and modernizing our cloud-based contact center platforms. You will work across technologies like Genesys Engage, Genesys Cloud, NICE, and Verint, contributing to seamless customer experiences across voice, chat, and digital channels. This role blends hands-on engineering, DevOps, and AI-driven automation to deliver scalable and resilient solutions.

Shift Timings:

• Morning Shift: 7:00 AM – 4:00 PM IST
• Noon Shift: 1:00 PM – 10:00 PM IST
• May adjust during US Daylight Saving Time or based on US team support
• Future shifts may stabilize to India Morning and General shifts

Job Location Requirements:

• Initial 6 months: Work from Noida or Pune with current team
• Long-term: Prefer Noida or Gurugram for BCP and public holiday support

Key Responsibilities:Provide L2/L3 support for Genesys Engage (On-Prem) and Genesys Cloud platforms.Design and implement omnichannel solutions including IVR, routing, and agent desktop tools.Configure and manage telephony systems, SIP routing, SBCs (Oracle, AudioCodes, Sonus), and backend integrations.Troubleshoot issues across voice/chat/email flows using logs and monitoring tools (URS/ORS, SIP Server, Stat Server).Lead or support cloud migration initiatives and ensure zero-downtime deployments.Collaborate with IT, business, and shared services teams for feature enhancements and platform optimization.Maintain and enhance CI/CD pipelines using tools like Jenkins, Azure DevOps, and GitLab.Develop and maintain technical documentation, design specifications, and deployment plans.Participate in incident management (P1–P5), change management, and escalation processes.Required Skills:Contact Center & Telecom3+ years of experience with Genesys Engage/Cloud, NICE, Verint, IVR, SIP, SBCsExperience with omnichannel routing, agent tools, and backend integrationsDevelopment & Scripting.NET, C#, ASP.NET, Python, VXMLExperience with REST APIs, CRM integrationsDatabases & ReportingSQL Server, Oracle, PostgreSQL, MySQLReporting tools: Splunk, Power BIInfrastructure & DevOpsOpenShift, AKS, Kubernetes, Windows VMsCI/CD tools: Jenkins, Azure DevOps, GitLabMonitoring & SecurityMonitoring: Splunk, Dynatrace, Datadog, ExtraHopSecurity: Fortify, Web Inspect, SonatypeDaily ToolsJira, Confluence, GitHub Copilot, Postman, Visual Studio, Notepad++Preferred Qualifications:Contact Center and Telecom domain experience, including familiarity with platforms like Genesys, NICE, Verint, IVR, SIP, and SBCsExposure to AI/ML tools like IBM Watson, Azure Cognitive Services, NLP/NLUFamiliarity with React, HTML/CSS/JS for front-end customizationExperience with Agile/Scrum methodologiesStrong communication, documentation, and stakeholder management skillsWhy Join Fiserv?Be part of a FORTUNE™ 500 company and a global fintech leaderWork on cutting-edge technologies in a collaborative, innovation-driven environmentEnjoy a comprehensive benefits package including health, wellness, and career development programsThrive in a culture that values diversity, inclusion, and continuous learning

Thank you for considering employment with Fiserv.  Please:

Apply using your legal nameComplete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.