Business Analyst

Tata Consultancy Services

New York (NY)

On-site

USD 70,000 - 80,000

Full time

7 days ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Discretionary annual incentive

Medical coverage (Health, Dental &

Vision)

Family leave

401K plan

Certification & training reimburse

Vacation & holidays

Job summary

Tata Consultancy Services in New York, NY is seeking a Production Support Analyst to maintain our Genesys CTI call routing and IVR platforms in a high-availability environment.

The ideal candidate has 2–3 years of experience with contact center technologies, strong CTI/IVR knowledge, and proven skills in real-time troubleshooting and incident resolution. You will participate in live triage calls and collaborate with multiple teams to ensure seamless customer interactions.

Qualifications

2–3 years of experience supporting contact center technologies including IVR and CTI.
Strong knowledge of Genesys Call Routing and IVR components.
Experience with real-time troubleshooting in high-pressure environments.
Excellent verbal and written communication across all levels of the organization.
Solid understanding of networking fundamentals, Windows OS, and telephony protocols.

Responsibilities

Provide production support for Genesys CTI and IVR platforms with real-time troubleshooting.
Participate in incident triage calls with operations, engineering, and vendor teams to resolve complex routing and IVR issues.
Monitor system performance and proactively identify potential issues.
Document incidents, resolutions, and opportunities for improvement.
Collaborate with development and infrastructure teams to support feature rollouts and upgrades.
Participate in on-call rotations including nights, weekends, and holidays.

Skills

Genesys CTI

IVR

Telephony routing

Real-time incident resolution

On-call coordination

Communication skills

Problem-solving

Networking fundamentals

Windows OS

Education

Bachelor of Computer Science

Tools

SQL Server

Splunk

Linux

Avaya Call Manager

GVP (Genesys Voice Platform)

Job description

Position Summary

We are seeking a highly motivated and technically skilled

Job Description

Position Summary

We are seeking a highly motivated and technically skilled Production Support Analyst to join our Contact Center Technology team. This role is focused on supporting and maintaining our Genesys CTI call routing platform and IVR solutions in a dynamic, high-availability environment.

The ideal candidate will have hands-on experience in telephony call routing, IVR troubleshooting, and real-time incident resolution. You’ll be part of a team responsible for ensuring seamless customer interactions through robust contact center technologies. This includes participating in live triage calls, analyzing routing logic, and collaborating with cross-functional teams to resolve issues quickly and effectively.

Key Responsibilities

Provide production support for Genesys CTI and IVR platforms, including real-time troubleshooting and root cause analysis.
Participate in incident triage calls, working with operations, engineering, and vendor teams to resolve complex routing and IVR issues.
Monitor system performance and proactively identify potential issues.
Document incidents, resolutions, and improvement opportunities.
Collaborate with development and infrastructure teams to support new feature rollouts and platform upgrades.
Participate in an on-call rotation, including nights, weekends, and holidays.

Required Skills & Experience

2–3 years of experience supporting Contact Center technologies, including IVR and CTI platforms.
Strong working knowledge of Genesys Call Routing and IVR components.
Experience with real-time troubleshooting in high-pressure environments.
Excellent verbal and written communication skills, with the ability to interact effectively across all levels of the organization.
Proven problem-solving and diagnostic skills.
Solid understanding of networking fundamentals, Windows OS, and telephony protocols.
Proficiency in Microsoft Office, especially Excel and Visio for documentation and analysis.

Preferred Skills