Genesys SME

Role Descriptions: Business Analysis

Essential Skills: Business Analysis

Job Requirements*

4–6 years of hands-on experience supporting Genesys Cloud CX, specifically Voice and Digital (Chat) channels.

Strong understanding of call routing, IVR/Architect flows, queues, skills, callbacks, and agent states.

Hands-on experience supporting Genesys Cloud REST APIs and integrations with enterprise systems such as ServiceNow and CRM platforms.

Experience performing Moves, Adds, and Changes (MAC) including user, role, queue, skill, and DID management.

Strong troubleshooting skills for CTI, screen pop, and agent desktop issues.

Excellent communication skills with the ability to work with both business users and technical teams.

Key Responsibilities*

Provide L2/L3 operational support for Genesys Cloud Voice and Chat environments.

Support and troubleshoot Genesys Cloud REST APIs for integrations with ServiceNow, CRM, and third party systems.

Perform MAC activities including:

• User, skill, queue, and role management

• IVR / Architect flow configuration updates

• DID assignment and routing changes

• Agent profile and permission management

Support and manage ServiceNow–Genesys Cloud integration, including CTI and screen pop functionality.

Troubleshoot issues related to call routing, IVR flows, callbacks, queue behavior, agent states, CTI, and screen pop.

Participate in incident and problem management, including root cause analysis for recurring issues.

Communicate effectively with business stakeholders, contact center operations, and technical teams during issues, changes, and outages.

Maintain SOPs, configuration documentation, and knowledge articles related to Genesys Cloud.

Domain: Contact Center Technology / Genesys Cloud CX.