Overview
On Site
Contract - W2
Contract - Independent
Skills
Productivity
Estimating
Information Design
Collaboration
Data Engineering
High Availability
Leadership
Management Information Systems
Software Development
GitHub
Terraform
Call-recording
Reporting
Authentication
OAuth
SAML
Attention To Detail
GCD
Testing
Telephony
Media
Information Technology
Data Management
Business Analysis
Agile
Scrum
Backup
Business Requirements Gathering
RESTful
Data Integration
Interactive Voice Response
Routing
API
JavaScript
Genesys
Cloud Computing
Customer Experience
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET
Job Details
Description
The Genesys Analyst position has the responsibility and oversight for all aspects of Genesys Cloud CX's implementation within the client and the integrations between Genesys Cloud and other contact center tools. This role is a key member of the technology team that enables Genesys to maximize individual, team, and organizational productivity by addressing contact center business requirements and providing direction and advice on how to further utilize its capabilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Lead development and deployment of omnichannel (IVR, Chat, Chatbot, email) flows within Genesys Cloud Architect. Lead deployment of other Genesys modules such as Voice-of-Customer surveys and Knowledge Center, including coordinating and driving execution with other IT teams and vendors. Analyze business requirements, provide time estimates, document design, perform system configuration and/or development, and support production deployment. Collaborate with the API and Data Engineering teams to ensure rich data integration functionality, using approved REST APIs for data access. Troubleshoot, maintain, upgrade, and identify problem areas and solve issues in a proactive manner. Coordinate with Genesys, internal technical teams, and other staff as necessary to resolve project issues or production incidents with Genesys solution and related applications. Apply SRE (site reliability) best practices for the entire tool platform and ensure HA (high availability) status. Perform other duties as assigned by leadership
EDUCATION AND/OR EXPERIENCE:
Bachelor's degree (in CS, MIS, information technology, or related field of study; plus five (5) years of progressively responsible related technical experience; or equivalent combination of education and/or experience.
Hands-on experience leveraging Genesys Cloud CX Architect for IVR development and AI technologies.
Software development experience with familiarity with source code control/GitHub and Genesys Terraform/CX as Code.
Design, development, and support experience with other Genesys Cloud CX capabilities, such as call recording, transcripts, Knowledge Center, Voice-of-Customer Surveys, and reporting
Experience in consuming RESTful APIs for data integration and understanding of authentication methodologies (Oauth, SAML).
Prior experience in an Agile environment preferred.
CERTIFICATES, LICENSES, detail oriented DESIGNATIONS: Required: Genesys Cloud CX: Developer Certification [GCX-GCD]
KNOWLEDGE, SKILLS AND ABILITIES: Excellent hand-on knowledge of Genesys Cloud CX capabilities, architecture, design tools, testing practices, and monitoring tools. Ability to troubleshoot telephony integration deployments, including media, CTI, Call Event-related issues. Broad knowledge of information technology functions and disciplines, including but not limited to, architecture, data management, operations, security and business analysis.
Requirements
Agile Scrum, Backup Technologies, Business Requirement Document, Omnichannel, IVR, Chatbot, Genesys, RESTful Service Lead development and deployment of omnichannel (IVR, Chat, Chatbot, email) flows within Genesys Cloud Architect. Experience with consumption of RESTful APIs for data integration IVR, Routing, API Integration Need to know core development concepts, ideally working with JavaScript. Design, development, and support experience with other Genesys Cloud CX capabilities AI Certifications highly desired
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
The Genesys Analyst position has the responsibility and oversight for all aspects of Genesys Cloud CX's implementation within the client and the integrations between Genesys Cloud and other contact center tools. This role is a key member of the technology team that enables Genesys to maximize individual, team, and organizational productivity by addressing contact center business requirements and providing direction and advice on how to further utilize its capabilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Lead development and deployment of omnichannel (IVR, Chat, Chatbot, email) flows within Genesys Cloud Architect. Lead deployment of other Genesys modules such as Voice-of-Customer surveys and Knowledge Center, including coordinating and driving execution with other IT teams and vendors. Analyze business requirements, provide time estimates, document design, perform system configuration and/or development, and support production deployment. Collaborate with the API and Data Engineering teams to ensure rich data integration functionality, using approved REST APIs for data access. Troubleshoot, maintain, upgrade, and identify problem areas and solve issues in a proactive manner. Coordinate with Genesys, internal technical teams, and other staff as necessary to resolve project issues or production incidents with Genesys solution and related applications. Apply SRE (site reliability) best practices for the entire tool platform and ensure HA (high availability) status. Perform other duties as assigned by leadership
EDUCATION AND/OR EXPERIENCE:
Bachelor's degree (in CS, MIS, information technology, or related field of study; plus five (5) years of progressively responsible related technical experience; or equivalent combination of education and/or experience.
Hands-on experience leveraging Genesys Cloud CX Architect for IVR development and AI technologies.
Software development experience with familiarity with source code control/GitHub and Genesys Terraform/CX as Code.
Design, development, and support experience with other Genesys Cloud CX capabilities, such as call recording, transcripts, Knowledge Center, Voice-of-Customer Surveys, and reporting
Experience in consuming RESTful APIs for data integration and understanding of authentication methodologies (Oauth, SAML).
Prior experience in an Agile environment preferred.
CERTIFICATES, LICENSES, detail oriented DESIGNATIONS: Required: Genesys Cloud CX: Developer Certification [GCX-GCD]
KNOWLEDGE, SKILLS AND ABILITIES: Excellent hand-on knowledge of Genesys Cloud CX capabilities, architecture, design tools, testing practices, and monitoring tools. Ability to troubleshoot telephony integration deployments, including media, CTI, Call Event-related issues. Broad knowledge of information technology functions and disciplines, including but not limited to, architecture, data management, operations, security and business analysis.
Requirements
Agile Scrum, Backup Technologies, Business Requirement Document, Omnichannel, IVR, Chatbot, Genesys, RESTful Service Lead development and deployment of omnichannel (IVR, Chat, Chatbot, email) flows within Genesys Cloud Architect. Experience with consumption of RESTful APIs for data integration IVR, Routing, API Integration Need to know core development concepts, ideally working with JavaScript. Design, development, and support experience with other Genesys Cloud CX capabilities AI Certifications highly desired
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
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.