EXL—Manager

Job description

Description: Senior engineer providing advanced technical expertise for complex Genesys Cloud CX issues, leading root-cause analysis, and driving platform stability and change governance. Requirements: - 7–10 years total experience in Genesys Cloud CX / Genesys Engage architecture, engineering, or advanced support, including 5+ years in a senior/advanced role - Deep expertise in Architect flow design, Data Actions/Web Services integrations, Platform API, and OAuth-based API authentication - Strong telephony fundamentals: SIP, WebRTC, PSTN/carrier trunking, codec and media path troubleshooting - Strong ITIL v4 process knowledge (incident, change, problem management) - Experience with Datadog (or equivalent APM/observability) for cross-system RCA - Working knowledge of SRE practices: SLIs/SLOs, error budgets, on-call rotation ownership, and blameless postmortems - Scripting/automation proficiency (Python or Bash) for runbook automation and toil reduction Responsibilities: - Lead resolution of complex/escalated P1/P2 incidents; own RCA documentation and corrective action plans, correlating Genesys Cloud audit logs, Datadog APM traces, and SIP/media path diagnostics - Design and review complex Genesys Cloud CX changes: multi-branch Architect flows, Data Actions integrations, Bot Connector/Digital Bot Flows, and custom API-driven automation - Own advanced telephony troubleshooting: SIP trunk failures, WebRTC media issues, Genesys Cloud Edge/media bridge configuration, and carrier-level escalations - Act as technical escalation point for L2; provide deep-dive support on Platform API, Notifications API, and OAuth client configuration issues - Own CAB submission and technical review for Genesys-related RFCs, including risk/impact assessment for Architect flow changes - Partner with Genesys Care on complex OEM-level defects and platform-level bugs, including log bundle preparation and reproduction - Support DR/BC testing (failover, Edge redundancy) and validate the Genesys-to-Snowflake ingestion pipeline for data completeness/latency - Drive configuration-as-code practices where applicable (Genesys Cloud Terraform provider / CLI) and contribute to KEDB - Apply SRE principles to the platform: define and track SLIs/SLOs and error budgets for CCaaS availability and latency; drive toil reduction through automation and self-healing runbooks - Build monitoring-as-code and alerting rules (Datadog monitors-as-code) to reduce alert noise and improve mean-time-to-detect (MTTD) - Lead blameless postmortems for P1/P2 incidents and drive systemic reliability fixes back into the change/backlog process - Support capacity planning and load/failover testing ahead of peak volume periods - Mentor L2 team members on Architect design patterns and API-based diagnostics