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Genesys Engineer Support - IP Voice


Bangalore, India

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• This position is for a Tier 2 Operations engineer who will be apart of a team that provides production support for Genesys IP Contact Center Managed Services with commercial customers.
• Candidate must be process driven & involved in incident, problem, change & outage management for call center applications based on the Genesys software suite.
• Aggressively drive incidents to resolution – Prioritized by severity - fault isolation, troubleshooting and resolution of problems at the Tier 2 skill level. Collaborate with higher skilled team members for resolution of complex issues.
• Incident/outage response, coordinating multiple vendors to resolve outages, leading management status bridge updates, conducting root cause reviews, and developing Service Action Plans (SAP) through completion. This would include providing Root Cause Analysis (RCA) for incidents where the root cause is not apparent but a documented work around is in place. Review RCA’s for technical accuracy.
• Management of Genesys application logical issues and changes (MACD work) - configurations, routing, skilling - documenting time spent in performing these changes, and performing work in a timely manner.
• Gain understanding of the client’s business needs, requisite SLA’s and technical knowledge around the solution that has been built for the client.
• Ensure high ticket quality by monitoring the ticket queue at all times, documenting within each ticket – the current incident status, actions taken, next steps, etc. Ensure ticket resolution within contractually obligated SLA’s for closure.
• Candidate will develop reporting, tracking and remediation criteria for chronic issues.
• Contribute to the knowledge base to share information learned with other team members, derive best practices around the solution in place.

Roles and Responsibilities:

• The responsibilities include Proactive monitoring, Incident and problem management with Genesys applications and all integration technologies, change management planning and implementation. Outage management including communication on progress made until service restored. Then support investigation of root cause.
• Experience in customer operations is critical to this position. Candidate must have excellent customer relationship skills, including experience in handling escalations and crisis situations.
• Candidate must have superior communication skills (both written and verbal), including the ability to lead real-time incident conference calls to manage the customer expectations, multiple supplier inputs, and coordination with AT&T Management Centers and Transport Maintenance Centers.
• Strong understanding of Contact Center Technology (Genesys preferred) and telephony infrastructures. Voice and IP networking knowledge (TCP/IP, SIP) is required.
• ITIL Foundation Certification
• Fluent English is required.
• Shifts: 24X7 rotational shifts.
• Experience: 3 to 5 Years

Key Competencies and Skills:

• Strong understanding of Contact Center Technology (Genesys preferred) and telephony infrastructures. Voice and IP networking knowledge (TCP/IP, SIP) is required.
• Genesys 8.x certification
• ITIL Foundation Certification
• Fluent English is required.

Education and Qualifications:

• Bachelor's Degree
• Genesys 8.x certification
• ITIL Foundation Certification
• Experience working as a call receipt technician in an AT&T GCSC/Maintenance Center or other network management center is highly desired
• Fluent English is required.

Additional Information:

This role is open for both Hyderabad and Bangalore locations.