Business Analysis Specialist

Tekskills; Gurugram District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Tekskills is looking for an experienced Genesys Cloud CX specialist to provide L2/L3 support for Voice and Chat channels in a Gurugram-based role. You will manage MAC activities, IVR configurations, and REST API integrations with ServiceNow and CRM platforms.

The candidate will troubleshoot CTI issues, manage agent profiles, and collaborate with business users and technical teams to resolve outages and incidents. Strong communication is essential.

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 channels

Chat channels

Call routing

IVR/Architect flows

MAC management

Troubleshooting CTI

Screen pop

Communication skills

Education

Bachelor's degree or equivalent

Tools

Genesys Cloud REST APIs

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.