Genesys Production Support Engineer

About the role

Infosys' Communications, Media, and Technology unit is seeking a Genesys Production Support Engineer to join its contact‑center practice in Charlotte, NC. The role focuses on delivering stable, high‑performing Genesys solutions, supporting IVR and cloud‑based services for telecom, media and technology clients.

Key responsibilities

• Document and refine business requirements during the elicitation phase.
• Facilitate design discussions and capture architectural decisions for software solutions.
• Develop, integrate, and test new features or updates while maintaining system stability.
• Perform code reviews, manage code repositories, and apply changes to the codebase.
• Define and execute test strategies, analyse results and coordinate bug fixes.
• Create user training materials, documentation and support frameworks for new applications.
• Resolve production incidents promptly and propose preventive measures to improve reliability.
• Maintain detailed records of code, testing techniques and support activities for knowledge‑base enrichment.

Required profile

• Strong collaborative spirit with excellent communication skills.
• Ability to manage end‑to‑end SDLC phases from requirement gathering to implementation.
• Proven skill in translating complex requirements into actionable development tasks.
• Passion for designing robust support processes and continuous improvement.

Required skills

• Genesys contact‑center platform.
• IVR concepts and implementation.
• Cloud platform technologies.
• Production support and steady‑state maintenance processes.