Genesys Platform Manager

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

Platform specialist responsible for deeper diagnosis and resolution of Genesys Cloud CX incidents, routine configuration changes, and coordination with Genesys Care (OEM) for escalations.

Responsibilities:

• Investigate and resolve L2-level incidents escalated from L1 within SLA, using Genesys Cloud CX Admin UI and Architect for diagnosis
• Build and modify Architect call flows, IVR menus, ORS (Outbound Resource Sets), and skill-based routing rules per approved RFCs
• Configure and troubleshoot Genesys Cloud CX integrations: Data Actions, Web Services Data Actions, Bot Connector, and third-party CRM integrations (e.g., Salesforce)
• Use Genesys Cloud Platform API / Notifications API for diagnostics, bulk configuration checks, and automation scripting
• Coordinate with Genesys Care for OEM-level escalations, providing structured logs and repro steps (EXL is reseller-of-record for Genesys)
• Contribute to RCA documentation for P1/P2 incidents, correlating Datadog telemetry with Genesys Cloud audit/interaction logs
• Support monitoring of the Genesys-to-Snowflake data ingestion pipeline (interaction, queue, and agent performance data)
• Support WFM (Workforce Management) integration issues and Genesys Cloud CX Analytics/Reporting discrepancies
• Contribute to SLI/SLO tracking by tuning Datadog monitors and alert thresholds to reduce noise and improve detection accuracy
• Identify recurring manual tasks and propose automation/scripting fixes to reduce operational toil
• Mentor L1 analysts Genesys-specific troubleshooting and Architect flow logic

Qualifications:

• 4-6 years total IT/CX experience, including 3+ years hands‑on administering/supporting Genesys Cloud CX (or Genesys Engage/PureCloud)
• Strong understanding of CCaaS architecture: ACD, IVR, ORS, skill-based routing, queues, WFM integration
• Hands‑on experience with Genesys Cloud CX Architect, Data Actions, and REST APIs (Platform API)
• Familiarity with SIP trunking, WebRTC, and Genesys Cloud Edge/media path troubleshooting
• Working knowledge of ITIL incident/change management processes
• Basic scripting ability (Python or Bash) for diagnostics and light automation