Senior engineer providing advanced technical expertise for complex Genesys Cloud CX issues, leading root-cause analysis, and driving platform stability and change governance.
Responsibilities- Lead resolution of complex/escalated P1/P2 incidents; own RCA documentation and corrective action plans, correlating Genesys Cloud audit logs, Datadog APM traces, and SIP/media path diagnostics
- Design and review complex Genesys Cloud CX changes: multi-branch Architect flows, Data Actions integrations, Bot Connector/Digital Bot Flows, and custom API-driven automation
- Own advanced telephony troubleshooting: SIP trunk failures, WebRTC media issues, Genesys Cloud Edge/media bridge configuration, and carrier-level escalations
- Act as technical escalation point for L2; provide deep-dive support on Platform API, Notifications API, and OAuth client configuration issues
- Own CAB submission and technical review for Genesys-related RFCs, including risk/impact assessment for Architect flow changes
- Partner with Genesys Care on complex OEM-level defects and platform-level bugs, including log bundle preparation and reproduction
- Support DR/BC testing (failover, Edge redundancy) and validate the Genesys-to-Snowflake ingestion pipeline for data completeness/latency
- Drive configuration-as-code practices where applicable (Genesys Cloud Terraform provider / CLI) and contribute to KEDB
- Apply SRE principles to the platform: define and track SLIs/SLOs and error budgets for CCaaS availability and latency; drive toil reduction through automation and self-healing runbooks
- Build monitoring-as-code and alerting rules (Datadog monitors-as-code) to reduce alert noise and improve mean-time-to-detect (MTTD)
- Lead blameless postmortems for P1/P2 incidents and drive systemic reliability fixes back into the change/backlog process
- Support capacity planning and load/failover testing ahead of peak volume periods
- Mentor L2 team members on Architect design patterns and API-based diagnostics
- 7–10 years total experience in Genesys Cloud CX / Genesys Engage architecture, engineering, or advanced support, including 5+ years in a senior/advanced role
- Deep expertise in Architect flow design, Data Actions/Web Services integrations, Platform API, and OAuth-based API authentication
- Strong telephony fundamentals: SIP, WebRTC, PSTN/carrier trunking, codec and media path troubleshooting
- Strong ITIL v4 process knowledge (incident, change, problem management)
- Experience with Datadog (or equivalent APM/observability) for cross-system RCA
- Working knowledge of SRE practices: SLIs/SLOs, error budgets, on-call rotation ownership, and blameless postmortems
- Scripting/automation proficiency (Python or Bash) for runbook automation and toil reduction
Skills Required
- 7-10 years of experience in Genesys Cloud CX or Genesys Engage architecture, engineering, or advanced support
- 5+ years in a senior or advanced Genesys role
- Deep expertise in Architect flow design
- Experience with Data Actions and Web Services integrations
- Expertise with Genesys Platform API and OAuth-based API authentication
- Strong telephony fundamentals, including SIP, WebRTC, PSTN/carrier trunking, codecs, and media-path troubleshooting
- Strong ITIL v4 process knowledge covering incident, change, and problem management
- Experience with Datadog or equivalent APM and observability tools for cross-system root-cause analysis
- Working knowledge of SRE practices, including SLIs, SLOs, error budgets, on-call ownership, and blameless postmortems
- Scripting and automation proficiency in Python or Bash
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
