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Genesys Technical Specialist

IBM

IT

Bedford, PA, USA

Posted on Jan 1, 2026

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

• Monitor, maintain, and support the Genesys Engage platform across production and non‑production environments.• Execute ITIL processes including Incident, Problem, Change, and Service Request Management.• Troubleshoot and resolve real‑time issues related to routing, IVR, integrations, and call flows.• Perform root cause analysis and develop corrective and preventive actions.• Support configuration changes and release deployments following change‑control guidelines.• Collaborate with cross‑functional teams such as network, voice, infrastructure, and application support.• Provide on‑call and after‑hours support as needed for critical incidents or releases.• Prepare and maintain operational documentation, runbooks, and platform knowledge bases.• Contribute to continuous improvement initiatives to enhance performance, reliability, and automation.

Required education

Technical Diploma

Preferred education

Bachelor's Degree

Required technical and professional expertise

• Hands‑on experience supporting Genesys Engage components including Framework, Routing, Stat Server, GVP, SIP Server, and Interaction Routing Designer.• Strong understanding of telephony concepts: SIP, RTP, SBCs, call routing, CTI integrations, IVR, and carrier connectivity.• Practical experience with ITIL processes and enterprise service management tools.• Proficiency in Linux environments for troubleshooting, logs, and system diagnostics.• Ability to analyze logs, trace call flows, and identify root causes across multiple systems.• Experience with SQL for basic queries and operational reporting.• Strong incident management skills with the ability to handle critical outages.

Preferred technical and professional experience

• Experience in large enterprise contact center environments or managed services.• Familiarity with Genesys Cloud, migration approaches, or hybrid architectures.• Scripting skills in Python, Shell, or PowerShell to support automation and diagnostics.• Knowledge of monitoring tools such as Splunk, Grafana, Kibana, or similar platforms.• Certification in ITIL Foundation or higher.• Strong communication skills for collaborating with technical teams and presenting findings to leadership.• Experience preparing operational documentation, SOPs, and runbooks.

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

Must have the ability to work in Canada without sponsorship.

This role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, Syria, and the Crimea, Luhansk, Donetsk, Kherson, and Zaporizhia regions of Ukraine) on a work permit, you are not eligible for employment in this position.

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