Manager
EXL Talent Acquisition Team
About this role
Senior engineer providing advanced technical expertise for complex Genesys Cloud CX issues, leading root-cause analysis, and driving platform stability and change governance.
- 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
Frequently Asked Questions
Is the salary disclosed for the Manager position at EXL Talent Acquisition Team?
The salary for this 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 Manager position at EXL Talent Acquisition Team located?
This Manager role at EXL Talent Acquisition Team is based in Pune, Maharashtra, 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 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 Manager job at EXL Talent Acquisition Team posted?
This Manager position at EXL Talent Acquisition Team was posted on Sep 24, 2026. Apply as soon as possible — early applications are often reviewed first.
Manager
EXL Talent Acquisition Team
You'll be redirected to EXL Talent Acquisition Team's official application page on oraclecloud.