Assistant Manager

About the 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)

What you'll do

• Investigate and resolve L2-level incidents escalated from L1 within SLA, using Genesys Cloud CX Admin UI and Architect for diagnosis
• 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
• 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)

What you need

• 4–6 years in devops & cloud
• Terraform
• Datadog
• GCP
• Python
• Bash
• CRM
• Any graduate

Good to have

• Root cause analysis
• REST APIs
• ITIL
• Salesforce
• Snowflake