Business Analyst

Tata Consultancy Services; Plano (TX); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

Family Support: Parental Leaves

Certification & Training Reimbursement

Vacation & Holidays

Job summary

Tata Consultancy Services in Plano, TX seeks a Production Support Analyst to maintain and enhance our Genesys CTI call routing and IVR platforms in a high-availability environment. You will handle real-time incident resolution, live triage calls, and cross-team collaboration to ensure seamless customer interactions.

The role requires 2–3 years of contact center tech support, strong CTI/IVR knowledge, and solid troubleshooting, networking, and communication skills.

Qualifications

• 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, 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.

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.

Skills

Genesys CTI

IVR troubleshooting

Real-time troubleshooting

Communication

Problem solving

Networking basics

Windows OS

Excel & Visio

Education

Bachelor of Computer Science

Tools

Genesys Call Routing

Avaya Call Manager

SQL Server

SIP

Linux

Splunk

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.
This 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

• Experience with Avaya Call Manager.
• Familiarity with GVP (Genesys Voice Platform).
• Working knowledge of SQL Server for data analysis and troubleshooting.
• Exposure to SIP, Linux, and Splunk for log analysis and system monitoring.

Salary Range: $70,000 to $80,000 per year

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Qualifications

BACHELOR OF COMPUTER SCIENCE