Genesys SME

Tekskills; Chennai District; On-site; INR 400,000 - 700,000; Full time

Job summary

Tekskills is seeking an experienced Genesys Cloud expert to provide L2/L3 operational support for Voice and Chat environments, focusing on call routing, IVR/configs, REST API integrations with ServiceNow and CRMs. You will manage MAC activities and ensure CTI/screen pop functionality across systems.

The role requires strong communication with business users and technical teams, plus maintenance of SOPs and knowledge articles to guide incidents and changes.

Qualifications

• 46 years of hands-on experience with Genesys Cloud CX (Voice & Chat).
• 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 CRMs.
• MAC management including user, role, queue, skill, and DID.

Responsibilities

• Provide L2/L3 operational support for Genesys Cloud Voice and Chat.
• Troubleshoot REST APIs for ServiceNow, CRM, and third-party systems.
• Perform MAC activities: user, skill, queue, and role management; IVR updates; DID routing.
• Agent profile and permission management.
• Support and manage ServiceNow–Genesys Cloud integration, including CTI and screen pop.
• Troubleshoot call routing, IVR flows, callbacks, queue behavior, agent states, CTI, and screen pop.
• Participate in incident/problem management and root cause analysis.
• Communicate with business stakeholders and technical teams during issues, changes, and outages.
• Maintain SOPs, configuration documentation, and knowledge articles.

Skills

Business Analysis

Job description

Role Descriptions: Business Analysis

Essential Skills: Business Analysis

Job Requirements*

• 46 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.

Role & responsibilities Preferred candidate profile