Genesys Platform Manager

EXL Service Philippines, Inc.; Philippines; On-site; PHP 800,000 - 1,400,000; Full time

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 Architect call flows, IVR menus, and skill-based routing per RFCs, while troubleshooting CRM integrations such as Salesforce. The role requires hands-on experience with Genesys Cloud CX Architect, Data Actions, REST APIs, and ITIL processes.

Qualifications

• 4-6 years total IT/CX experience, including 3+ years 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.

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.

Skills

Genesys Cloud CX

CCaaS architecture

L2 incident resolution

REST APIs

Scripting (Python/Bash)

ITIL processes

Tools

Genesys Architect

Genesys Cloud CX Admin UI

Datadog

Salesforce

Platform/REST APIs

Job description

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