Business Analysis Specialist

Tekskills Inc.; Delhi; Presencial; INR 800.000 - 1.100.000; Jornada completa

Descripción de la vacante

Tekskills Inc. in Delhi, India, is seeking a seasoned Genesys Cloud CX specialist to provide L2/L3 operational support for Voice and Digital channels, configure IVR/Architect flows, and manage MAC activities.

The role emphasizes REST API integrations with ServiceNow and CRM platforms, plus troubleshooting CTI, screen pop, and agent desktop issues. The ideal candidate will excel in collaborating with business users and technical teams, maintaining SOPs, and contributing to incident management and

Formación

• 4-6 years hands-on experience supporting Genesys Cloud CX, Voice and Digital channels.
• Strong understanding of call routing, IVR/Architect flows, queues, skills, callbacks, and agent states.
• Experience with REST APIs and integrations with enterprise systems such as ServiceNow and CRMs.
• MAC: user, role, queue, skill, and DID management experience.
• Troubleshooting CTI, screen pop, and agent desktop issues.
• Excellent communication with business users and technical teams.

Responsabilidades

• Provide L2/L3 operational support for Genesys Cloud Voice and Chat environments.
• Troubleshoot Genesys Cloud REST APIs for integrations with ServiceNow, CRM, and third-party systems.
• Perform MAC activities including user, skill, queue, and role management.
• Update IVR and Architect flows as needed.
• Assign DIDs and manage routing changes.
• Manage agent profiles and permissions.

Conocimientos

Genesys Cloud

IVR Architect

MAC Management

REST APIs

ServiceNow

CRM Integration

CTI Troubleshooting

Communication

Herramientas

ServiceNow

CRM Platforms

CTI Systems

APIs

Descripción del empleo

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.