Job Role: Application Development-Applications Development Engineering
Experience (In Years): 3-6
Job Location: Bengaluru
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
Responsibilities
4–6 years total IT/CX experience, including 3+ years hands-on administering/supporting Genesys Cloud CX (or Genesys Engage/PureCloud)
