Business Analysis Specialist

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

Job summary

Tekskills in India seeks a skilled professional to provide L2/L3 operational support for Genesys Cloud Voice and Chat, including IVR/Architect flows, MAC activities, and integration troubleshooting with ServiceNow and CRM platforms.

You will work with business stakeholders and technical teams, maintain SOPs, diagnose CTI/screen pop issues, and participate in incident/problem management to ensure smooth contact center operations.

Qualifications

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

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

Skills

Genesys Cloud CX

Voice & Digital (Chat) channels

Call routing

IVR/Architect flows

Queues & skills management

MAC (Moves Adds Changes)

CTI troubleshooting

Screen pop / Agent desktop issues

Stakeholder communication

Incident & problem management

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.