EN06T2 - Software Engineer - 160000ER

Opportunity For Sustaining Software Engineer - Genesys Telecom Labs, Chennai.

Genesys is the world’s leading provider of customer service and contact software — with more than 4,700 customers in 120 countries. Drawing on its more than 20 years of customer service innovation and experience, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to effectively drive today’s customer conversation. Genesys software directs more than 100 million interactions every day, maximizing the value of customer engagement and differentiating the experience by driving personalization and multi-channel customer service – and extending customer service across the enterprise to optimize processes and the performance of customer-facing employees.

Summary of the Position

The Sustaining Software Engineer will be responsible for diagnosing and resolving product defects in the Genesys Engage SAAS messaging platform. In addition, you will develop unit tests to test the java codebase. We are looking for individuals that are creative problem solvers with a strong desire to learn new skills.


  • Troubleshoot, analyze and resolve applications problems using software development lifecycle best practices.
  • Communicate with relevant departments on problem status and interact with key domain experts to resolve problems quickly and efficiently.
  • Actively work with customer support teams to identify customer issues. Perform root cause analysis and work toward an acceptable resolution.
  • Escalate problems to internal Engineering teams, vendors & key partners through detailed analysis and recommend corrective action.
  • Provide workarounds to customer problems by developing patches, processes or software programs as necessary.
  • Develop and maintain software utilities and tools to improve the efficiency of the customer problem resolution process.
  • Document support and monitoring processes, and troubleshooting solutions.


  • 3+ year of working experience with JAVA
  • Excellent troubleshooting and problem solving skills.
  • Experience SQL and relational database. Oracle experience a plus.
  • An attention to detail required balancing multiple priorities.
  • Linux experience a plus.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, disability, veteran status, and other protected characteristics.


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