Requirements: Advanced English Good understanding of SIP Protocols, Genesys Framework and Architecture Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights Good troubleshooting experience in Genesys infrastructure. Good understanding of the following Genesys Products Design call-Flow Architect/ Script/ Data Actions/ Data table Integration with Salesforce, Genesys API’s, PCI PAL, Gen AI Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement. Trunks, E1/ T1(CAS, CCS), SIP etc., Gateway protocols: SIP and MGCP Good ITIL Knowledge – Incident, Change & Configuration Management