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EXL

Analyzes business data and runs outsourced operations

Assistant Manager

Enterprise ApplicationsConfirmed live in the last 24 hours
Full-timeBengaluru, Karnataka, IndiaNo salary listedIn-person

About the Job

Requirements

  • Genesys Cloud Certified Professional (GCP) certification.
  • Experience with the Genesys Cloud CX Terraform provider or CLI for configuration-as-code.
  • Experience with Datadog application performance monitoring and log correlation for Genesys Cloud CX.
  • Exposure to basic site reliability engineering concepts, including service-level indicators, service-level objectives, and alerting hygiene.
  • Four to six years of total information technology or customer experience experience, including at least three years of hands-on administration or support of Genesys Cloud CX, Genesys Engage, or PureCloud.
  • Strong understanding of contact center as a service architecture, including automatic call distribution, interactive voice response, outbound resource sets, skill-based routing, queues, and workforce management integration.
  • Hands-on experience with Genesys Cloud CX Architect, Data Actions, and REST APIs, including the Platform API.
  • Familiarity with SIP trunking, WebRTC, and Genesys Cloud Edge or media-path troubleshooting.
  • Working knowledge of ITIL incident and change-management processes.
  • Basic scripting ability in Python or Bash for diagnostics and light automation.

Responsibilities

  • Investigate and resolve L2-level incidents escalated from L1 within the service-level agreement using the Genesys Cloud CX Admin UI and Architect for diagnosis.
  • Build and modify Architect call flows, interactive voice response menus, outbound resource sets, and skill-based routing rules according to approved RFCs.
  • Configure and troubleshoot Genesys Cloud CX integrations, including Data Actions, Web Services Data Actions, Bot Connector, and third-party CRM integrations such as Salesforce.
  • Use the Genesys Cloud Platform API and Notifications API for diagnostics, bulk configuration checks, and automation scripting.
  • Coordinate with Genesys Care on OEM-level escalations by providing structured logs and reproduction steps.
  • Contribute to root-cause analysis documentation for P1 and P2 incidents by correlating Datadog telemetry with Genesys Cloud audit and interaction logs.
  • Support monitoring of the Genesys-to-Snowflake data-ingestion pipeline for interaction, queue, and agent-performance data.
  • Support workforce-management integration issues and Genesys Cloud CX Analytics and Reporting discrepancies.
  • Contribute to service-level indicator and service-level objective tracking by tuning Datadog monitors and alert thresholds to reduce noise and improve detection accuracy.
  • Identify recurring manual tasks and propose automation or scripting fixes to reduce operational toil.
  • Mentor L1 analysts on Genesys-specific troubleshooting and Architect flow logic.

About the Company

EXL

Analyzes business data and runs outsourced operations

EXL analyzes business data and runs outsourced operations for insurers, healthcare payers, banks, retailers, and other large organizations. Its teams combine industry expertise with data engineering and AI to handle tasks such as claims processing, payment reviews, customer service, and finance within existing technology environments. The company also builds software, including LifePRO, which manages insurance policies, and EXLdata.ai, which connects fragmented data for use in AI systems. Clients pay for consulting projects, ongoing managed services, and software delivered through the cloud. EXL was founded in 1999 and is headquartered in New York City.

Company size
10,001+
Company stage
IPO
Headquarters
New York City, New York
Founded
1999

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