EXL—Assistant Manager

Job description

Description: - 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 Requirements: - 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) Responsibilities: - 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