Genesys Cloud CX Platform Specialist

EXL Service Philippines, Inc.; Pasay; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Job summary

EXL Service Philippines, Inc. is seeking a platform specialist to diagnose and resolve Genesys Cloud CX incidents, perform routine configuration changes, and coordinate escalations with Genesys Care.

You will build and modify Architect call flows, IVR menus, ORS, and skill-based routing; configure integrations and use the Platform API for diagnostics. You will mentor L1 analysts and contribute to RCA documentation.

Qualifications

• 4-6 years IT/CX experience; 3+ years hands-on Genesys Cloud CX administration.
• Strong CCaaS architecture knowledge: ACD, IVR, ORS, routing.
• Hands-on experience with Architect, Data Actions, and REST APIs.
• Familiar with ITIL incident/change management; basic scripting.

Responsibilities

• Investigate and resolve L2 incidents within SLA using Admin UI and Architect.
• Build and modify Architect call flows, IVR menus, ORS, and routing rules per RFCs.
• Configure and troubleshoot integrations: Data Actions, Web Services Data Actions, CRM integrations (e.g., Salesforce).
• Use Platform API / Notifications API for diagnostics and automation scripting.
• Coordinate with Genesys Care for OEM escalations; provide logs and repro steps.
• Contribute to RCA documentation; correlate telemetry with logs.
• Support data ingestion pipelines and analytics discrepancies.
• Mentor L1 analysts in troubleshooting and Architect flow logic.

Skills

Genesys Cloud CX administration

Architect flows

CCaaS architecture

REST APIs

ITIL processes

Scripting (Python Bash)

SIP/WebRTC

Coaching/mentoring

Tools

Genesys Cloud CX Architect

Data Actions

Platform API

Job description

EXL Service Philippines, Inc. is seeking a platform specialist to diagnose and resolve Genesys Cloud CX incidents, perform routine configuration changes, and coordinate escalations with Genesys Care.

You will build and modify Architect call flows, IVR menus, ORS, and skill-based routing; configure integrations and use the Platform API for diagnostics. You will mentor L1 analysts and contribute to RCA documentation.