Business Analysis Specialist

Tekskills; Ernakulam; On-site; INR 600,000 - 900,000; Full time

Job summary

Tekskills in India (Ernakulam, Kerala) seeks a skilled Genesys Cloud CX specialist to provide L2/L3 operational support for Voice and Chat channels, configure IVR and Architect flows, manage MAC activities, and ensure seamless integration with ServiceNow and CRM systems.

The ideal candidate will troubleshoot CTI and screen pop, maintain SOPs, and collaborate with business stakeholders and technical teams to resolve incidents and outages.

Qualifications

• 4-6 years of hands-on experience with Genesys Cloud CX for Voice and Digital (Chat).
• Strong knowledge of call routing, IVR/Architect flows, queues, skills, callbacks, and agent states.
• Experience integrating Genesys Cloud REST APIs with ServiceNow and CRM platforms.

Responsibilities

• 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, role, queue, and skill management
• Configure IVR / Architect flows.
• Assign DIDs and manage routing changes.
• Manage agent profiles and permissions.
• Support ServiceNow-Genesys Cloud integration, including CTI and screen pop functionality.
• Troubleshoot call routing, IVR flows, callbacks, queue behavior, and agent states.
• Participate in incident and problem management with root cause analysis.
• Communicate with business stakeholders and technical teams during issues and outages.
• Maintain SOPs, configuration documentation, and knowledge articles.

Skills

Genesys Cloud

MAC management

CTI troubleshooting

REST APIs

ServiceNow integration

CRM integrations

IVR flows

Agent states

Tools

ServiceNow

CRM platforms

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.