EXL

Assistant Manager

EXL  •  Bengaluru, IN (Onsite)  •  4 hours ago
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Job 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
  • 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)
EXL

About EXL

Choosing a digital partner is about more than capabilities — it’s about collaboration and character.

Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.

At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.

Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.

Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.

We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.

At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.

For more information, visit www.exlservice.com.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
New York, NY
Year Founded
Unknown
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