Genesys Dialer Support Lead

Job Description – Genesys Dialer Support Lead Experience: 8–15 Years Location: Gurugram About the Role: We are seeking an experienced Genesys Dialer Support Lead to manage and lead the L1/L2 support operations for a large enterprise Contact Center environment. The candidate will lead a team of 5–10 support engineers, coordinate with business stakeholders, manage incidents, service requests, and change requests, while ensuring high platform availability and service excellence. Key Responsibilities Production Support & Operations • Lead day-to-day L1/L2 support for the Genesys Dialer and CRM platform. • Ensure uninterrupted operation of outbound dialling campaigns and contact center services. • Monitor production systems, troubleshoot issues, and coordinate timely resolution. • Handle production incidents, service requests, and operational escalations. • Perform root cause analysis (RCA) and implement preventive measures. • Ensure adherence to agreed SLAs and operational KPIs. Genesys Platform Support • Support and troubleshoot the Genesys Dialer platform. • Work on campaign configuration, dialling strategies, call routing, and agent-related issues. • Coordinate with Genesys product support teams for product-related issues. • Assist in deployment of configuration changes and production releases. • Support CRM integration with the Genesys platform. Team Leadership • Lead and mentor a team of 5–10 L1/L2 support engineers. • Allocate work, monitor team performance, and ensure timely ticket resolution. • Conduct regular review meetings and provide technical guidance. • Manage shift planning and resource allocation where required. • Ensure adherence to ITIL support processes and operational standards. Stakeholder Management • Act as the primary point of contact for business users and client stakeholders. • Coordinate with internal teams, vendors, and Genesys support teams. • Provide regular status updates, incident reports, and operational dashboards. • Participate in governance meetings and service review discussions. Change & Release Management • Review and implement approved Change Requests (CRs). • Support production deployments and release activities. • Ensure proper documentation, rollback planning, and change validation. • Maintain operational documentation and knowledge base. Required Skills Mandatory • 8–15 years of IT experience. • Strong hands-on experience with the Genesys Dialer platform. • Experience supporting Genesys CRM or integrated CRM environments. • Experience managing L1/L2 production support for enterprise contact center applications. • Proven experience leading teams of 5–10 members. • Strong knowledge of Outbound Dialer Operations Campaign Management Call Routing Contact Center Operations Agent Desktop Support • Experience with Incident, Problem, and Change Management. • Strong troubleshooting and analytical skills. • Excellent…