Assistant Manager
EXL Talent Acquisition Team
Assistant Manager
About this role
- Investigate and resolve L2-level incidents escalated from L1 within SLA, using Genesys Cloud CX Admin UI and Architect for diagnosis
- Build and modify Architect call flows, IVR menus, ORS (Outbound Resource Sets), and skill-based routing rules per approved RFCs
- Configure and troubleshoot Genesys Cloud CX integrations: Data Actions, Web Services Data Actions, Bot Connector, and third-party CRM integrations (e.g., Salesforce)
- Use Genesys Cloud Platform API / Notifications API for diagnostics, bulk configuration checks, and automation scripting
- Coordinate with Genesys Care for OEM-level escalations, providing structured logs and repro steps (EXL is reseller-of-record for Genesys)
- Contribute to RCA documentation for P1/P2 incidents, correlating Datadog telemetry with Genesys Cloud audit/interaction logs
- Support monitoring of the Genesys-to-Snowflake data ingestion pipeline (interaction, queue, and agent performance data)
- Support WFM (Workforce Management) integration issues and Genesys Cloud CX Analytics/Reporting discrepancies
- Contribute to SLI/SLO tracking by tuning Datadog monitors and alert thresholds to reduce noise and improve detection accuracy
- Identify recurring manual tasks and propose automation/scripting fixes to reduce operational toil
- Mentor L1 analysts Genesys-specific troubleshooting and Architect flow logic
- 4–6 years total IT/CX experience, including 3+ years hands-on administering/supporting Genesys Cloud CX (or Genesys Engage/PureCloud)
- Strong understanding of CCaaS architecture: ACD, IVR, ORS, skill-based routing, queues, WFM integration
- Hands-on experience with Genesys Cloud CX Architect, Data Actions, and REST APIs (Platform API)
- Familiarity with SIP trunking, WebRTC, and Genesys Cloud Edge/media path troubleshooting
- Working knowledge of ITIL incident/change management processes
- Basic scripting ability (Python or Bash) for diagnostics and light automation
- Genesys Cloud Certified Professional (GCP) certification
- Experience with Genesys Cloud CX Terraform provider or CLI for configuration-as-code
- Experience with Datadog APM/log correlation for Genesys Cloud CX
- Exposure to basic SRE concepts (SLIs/SLOs, alerting hygiene)
Frequently Asked Questions
Is the salary disclosed for the Assistant Manager position at EXL Talent Acquisition Team?
The salary for this Assistant Manager role at EXL Talent Acquisition Team is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Assistant Manager position at EXL Talent Acquisition Team located?
This Assistant Manager role at EXL Talent Acquisition Team is based in Bengaluru, Karnataka, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Assistant Manager position at EXL Talent Acquisition Team?
Click the "Apply Now" button on this page. You will be redirected to EXL Talent Acquisition Team's official application portal hosted on oraclecloud where you can submit your application directly.
When was the Assistant Manager job at EXL Talent Acquisition Team posted?
This Assistant Manager position at EXL Talent Acquisition Team was posted on Sep 16, 2026. Apply as soon as possible — early applications are often reviewed first.
Assistant Manager
EXL Talent Acquisition Team
You'll be redirected to EXL Talent Acquisition Team's official application page on oraclecloud.