Genesys Systems Analyst

Overview

On Site
USD90,000 - USD110,000
Full Time

Skills

Genesys Systems Analyst

Job Details

job summary:

Are you a Genesys Cloud CX expert passionate about shaping exceptional customer experiences? Do you thrive on leading complex implementations, optimizing omnichannel flows, and integrating cutting-edge contact center technologies? We're partnering with a leading organization to find a Genesys Cloud CX Analyst to drive the strategic development and oversight of their Genesys Cloud CX platform.


This is a pivotal role for a technologist who wants to significantly impact customer interactions and empower organizational productivity through advanced contact center solutions.


Client offers medical, dental and vision insurance




location: West Des Moines, Iowa

job type: Permanent

salary: $90,000 - 110,000 per year

work hours: 9am to 5pm

education: Bachelors



responsibilities:


  • Lead Omnichannel Development: Drive the design and deployment of sophisticated omnichannel flows, including IVR, Chat, Chatbot, and email, within Genesys Cloud Architect.
  • Implement Genesys Modules: Lead the deployment of advanced Genesys modules such as Voice-of-Customer surveys and Knowledge Center, coordinating seamless execution with internal IT teams and external vendors.
  • Translate Business Needs to Technical Solutions: Analyze complex business requirements, provide accurate time estimates, meticulously document designs, configure systems, and support successful production deployments.
  • Ensure Robust Integrations: Collaborate closely with API and Data Engineering teams to build rich data integration functionality, leveraging approved REST APIs for seamless data access.
  • Maintain System Reliability: Troubleshoot, maintain, and upgrade the Genesys Cloud CX platform, proactively identifying and resolving issues. Apply Site Reliability Engineering (SRE) best practices to ensure high availability (HA) status for the entire platform.
  • Resolve Complex Incidents: Coordinate with Genesys support, internal technical teams, and other stakeholders to swiftly resolve project issues and production incidents related to the Genesys solution and integrated applications.


#LI-AR2




qualifications:


  • Experience: A minimum of five (5) years of progressively responsible related technical experience, or an equivalent combination of education and experience.
  • Genesys Cloud CX Architect Expertise: Hands-on experience leveraging Genesys Cloud CX Architect for IVR development and proficiency with AI technologies.
  • Development Background: Software development experience, including familiarity with source code control/GitHub and Genesys Terraform/CX as Code.
  • Genesys Cloud CX Capabilities: Proven design, development, and support experience with various Genesys Cloud CX capabilities, such as call recording, transcripts, Knowledge Center, Voice-of-Customer Surveys, and reporting.
  • API & Authentication: Experience consuming RESTful APIs for data integration and a solid understanding of authentication methodologies (e.g., OAuth, SAML).
  • Certification: Required: Genesys Cloud CX: Developer Certification [GCX-GCD].
  • Technical Acumen: Excellent hands-on knowledge of Genesys Cloud CX capabilities, architecture, design tools, testing practices, and monitoring tools.
  • Troubleshooting Telephony: Ability to troubleshoot complex telephony integration deployments, including media, CTI, and Call Event-related issues.


skills: While not strictly required, these qualifications will set you apart and accelerate your impact.



  • Prior experience working in an Agile environment.
  • Genesys Cloud CX: Professional Certification [GC-Google Cloud Platform]
  • Genesys Cloud CX: Architect Certification [GCX-ARC]
  • Genesys Cloud CX: AI - GPE & GPR Certification [GCX-AI-GPE]
  • Genesys Cloud CX: AI - Digital Bots & Knowledge Certification [GC-AI-DB]




Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.


Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.