Business Analysis Specialist

Tekskills; Dadri; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Tekskills is seeking an experienced professional to provide L2/L3 operational support for Genesys Cloud Voice and Chat environments in India. The role focuses on MAC activities, IVR/Architect flow updates, and seamless integrations with ServiceNow and CRM systems.

You will troubleshoot CTI, screen pops, and ensure agent readiness while coordinating with business stakeholders and technical teams. The candidate should have 4-6 years of hands-on Genesys Cloud CX experience, strong communication,

Qualifications

• 4-6 years of hands-on experience supporting Genesys Cloud CX, specifically Voice and Digital (Chat) channels.
• Strong understanding of call routing, IVR/Architect flows, queues, skills, callbacks, and agent states.
• Hands-on experience supporting Genesys Cloud REST APIs and integrations with enterprise systems such as ServiceNow and CRM platforms.
• Experience performing Moves, Adds, and Changes (MAC) including user, role, queue, skill, and DID management.
• Strong troubleshooting skills for CTI, screen pop, and agent desktop issues.
• Excellent communication skills with the ability to work with both business users and technical teams.

Responsibilities

• Provide L2/L3 operational support for Genesys Cloud Voice and Chat environments.
• Support and troubleshoot Genesys Cloud REST APIs for integrations with ServiceNow, CRM, and third party systems.
• Perform MAC activities including User, skill, queue, and role management
• IVR / Architect flow configuration updates
• DID assignment and routing changes
• Agent profile and permission management
• Support and manage ServiceNow-Genesys Cloud integration, including CTI and screen pop functionality.
• Troubleshoot issues related to call routing, IVR flows, callbacks, queue behavior, agent states, CTI, and screen pop.
• Participate in incident and problem management, including root cause analysis for recurring issues.
• Communicate effectively with business stakeholders, contact center operations, and technical teams during issues, changes, and outages.
• Maintain SOPs, configuration documentation, and knowledge articles related to Genesys Cloud.

Skills

Genesys Cloud CX

Voice & Chat channels

Call routing

IVR/Architect flows

Genesys Cloud REST APIs

ServiceNow integration

CRM integrations

MAC (Moves Adds Changes)

CTI troubleshooting

Communication skills

Tools

ServiceNow

CRM systems

Job description

Business Analysis Essential Skills: Business Analysis Job Requirements* 4-6 years of hands-on experience supporting Genesys Cloud CX, specifically Voice and Digital (Chat) channels. Strong understanding of call routing, IVR/Architect flows, queues, skills, callbacks, and agent states. Hands-on experience supporting Genesys Cloud REST APIs and integrations with enterprise systems such as ServiceNow and CRM platforms. Experience performing Moves, Adds, and Changes (MAC) including user, role, queue, skill, and DID management. Strong troubleshooting skills for CTI, screen pop, and agent desktop issues. Excellent communication skills with the ability to work with both business users and technical teams.

Key Responsibilities

• Provide L2/L3 operational support for Genesys Cloud Voice and Chat environments.


• Support and troubleshoot Genesys Cloud REST APIs for integrations with ServiceNow, CRM, and third party systems.


• Perform MAC activities including User, skill, queue, and role management


• IVR / Architect flow configuration updates


• DID assignment and routing changes


• Agent profile and permission management


• Support and manage ServiceNow-Genesys Cloud integration, including CTI and screen pop functionality.


• Troubleshoot issues related to call routing, IVR flows, callbacks, queue behavior, agent states, CTI, and screen pop.


• Participate in incident and problem management, including root cause analysis for recurring issues.


• Communicate effectively with business stakeholders, contact center operations, and technical teams during issues, changes, and outages.


• Maintain SOPs, configuration documentation, and knowledge articles related to Genesys Cloud.

Requirements

• 4-6 years of hands-on experience supporting Genesys Cloud CX, specifically Voice and Digital (Chat) channels.


• Strong understanding of call routing, IVR/Architect flows, queues, skills, callbacks, and agent states.


• Hands-on experience supporting Genesys Cloud REST APIs and integrations with enterprise systems such as ServiceNow and CRM platforms.


• Experience performing Moves, Adds, and Changes (MAC) including user, role, queue, skill, and DID management.


• Strong troubleshooting skills for CTI, screen pop, and agent desktop issues.


• Excellent communication skills with the ability to work with both business users and technical teams.

Domain

Contact Center Technology / Genesys Cloud CX.