Description
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 dia

📌 Manager (Pune)
🏢 EXL
📍 Pune