Business Analysis Specialist

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

Job summary

Tekskills seeks a skilled professional to provide L2/L3 support for Genesys Cloud Voice and Chat, focusing on Voice and Digital channels. You will troubleshoot REST APIs, manage MAC activities, and configure IVR/Architect flows. Collaboration with ServiceNow and CRM systems, plus strong stakeholder communication, are essential.

Your role includes incident handling, maintaining documentation, and ensuring smooth integration between Genesys Cloud and enterprise systems.

Qualifications

• 4–6 years hands-on experience with Genesys Cloud CX (Voice and Digital channels).
• Strong knowledge of call routing, IVR/Architect flows, queues, skills, callbacks and agent states.
• Experience with Genesys Cloud REST APIs and integrations with ServiceNow and CRM platforms.
• Experience performing MAC (Moves, Adds, Changes) including user, role, queue, and DID management.
• Strong troubleshooting for CTI, screen pop, and agent desktop issues.

Responsibilities

• Provide L2/L3 operational support for Genesys Cloud Voice and Chat.
• Troubleshoot Genesys Cloud REST API integrations with ServiceNow, CRM and third-party systems.
• Perform MAC activities: users, roles, queues, skills and DID management.
• Configure and update IVR and Architect flows.
• Assign DIDs and manage routing changes.
• Manage agent profiles and permissions.
• Support ServiceNow-Genesys Cloud integration including CTI and screen pop.
• Troubleshoot call routing, IVR, queues, agent states, CTI, and screen pop issues.
• Participate in incident and problem management with root-cause analysis.
• Communicate with business stakeholders and operations during changes and outages.
• Maintain SOPs, docs and knowledge articles.

Skills

Genesys Cloud

Voice & Chat

REST APIs

ServiceNow integration

CRM integration

MAC management

CTI troubleshooting

IVR flows

DID routing

Stakeholder communication

Tools

Genesys Cloud

ServiceNow

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.