Assistant Manager

EXL Talent Acquisition Team

Location: Bengaluru, Karnataka, India
Workplace: Hybrid
Employment: —
Salary: —

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Investigate and resolve L2-level incidents escalated from L1 within SLA, using Genesys Cloud CX Admin UI and Architect for diagnosis
Build and modify Architect call flows, IVR menus, ORS (Outbound Resource Sets), and skill-based routing rules per approved RFCs
Configure and troubleshoot Genesys Cloud CX integrations: Data Actions, Web Services Data Actions, Bot Connector, and third-party CRM integrations (e.g., Salesforce)
Use Genesys Cloud Platform API / Notifications API for diagnostics, bulk configuration checks, and automation scripting
Coordinate with Genesys Care for OEM-level escalations, providing structured logs and repro steps (EXL is reseller-of-record for Genesys)
Contribute to RCA documentation for P1/P2 incidents, correlating Datadog telemetry with Genesys Cloud audit/interaction logs
Support monitoring of the Genesys-to-Snowflake data ingestion pipeline (interaction, queue, and agent performance data)
Support WFM (Workforce Management) integration issues and Genesys Cloud CX Analytics/Reporting discrepancies
Contribute to SLI/SLO tracking by tuning Datadog monitors and alert thresholds to reduce noise and improve detection accuracy
Identify recurring manual tasks and propose automation/scripting fixes to reduce operational toil
Mentor L1 analysts Genesys-specific troubleshooting and Architect flow logic
4–6 years total IT/CX experience, including 3+ years hands-on administering/supporting Genesys Cloud CX (or Genesys Engage/PureCloud)
Strong understanding of CCaaS architecture: ACD, IVR, ORS, skill-based routing, queues, WFM integration
Hands-on experience with Genesys Cloud CX Architect, Data Actions, and REST APIs (Platform API)
Familiarity with SIP trunking, WebRTC, and Genesys Cloud Edge/media path troubleshooting
Working knowledge of ITIL incident/change management processes
Basic scripting ability (Python or Bash) for diagnostics and light automation
Genesys Cloud Certified Professional (GCP) certification
Experience with Genesys Cloud CX Terraform provider or CLI for configuration-as-code
Experience with Datadog APM/log correlation for Genesys Cloud CX
Exposure to basic SRE concepts (SLIs/SLOs, alerting hygiene)

Skills

Attention To Consistency
Channel/Partner Analytics Tools
Internal Communications
Interpersonal Relationship Building
Leadership Capabilities
Partner Relationship Management (PRM) Software
Working under Pressure

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