Genesys Cloud Technical Analyst

Overview

On Site
Depends on Experience
Contract - W2
Contract - 6 Month(s)

Skills

Genesys Cloud
API Integrations
IVR Workflows
Routing
Contact Center

Job Details

Position: Senior Technical Analyst, Genesys Cloud

Location: Salt Lake City, UT
Contract duration: Long-Term Contract, 3 months rolling

About the Role:

We are looking for a Senior Technical Analyst with expertise in Genesys Cloud CX to design, optimize, and integrate global contact center solutions. The role bridges business requirements with technical execution, delivering scalable omnichannel workflows that enhance customer experience and operational efficiency.

Key Responsibilities:

  • Build and optimize advanced routing workflows across voice, chat, email, and messaging channels.

  • Collaborate with solution architects and developers to integrate Genesys Cloud with CRM, ERP, workforce management, and analytics tools.

  • Translate business needs into technical designs, specifications, and process documentation.

  • Monitor performance and reporting dashboards to identify trends and drive improvements.

  • Contribute to Agile ceremonies, backlog refinement, and sprint planning.

  • Recommend enhancements, automation opportunities, and best practices to improve reliability and scalability.


Qualifications:

  • 5+ years in business systems analysis, technical solution design, or related roles.

  • Strong, hands-on experience with Genesys Cloud CX configuration and administration.

  • Deep understanding of IVR workflows, omnichannel routing, and contact center operations.

  • Experience with API integrations and cloud application connectivity.

  • Proficiency in documenting requirements, user stories, and process flows.

  • Strong stakeholder communication and problem-solving skills.

  • Agile delivery experience preferred.

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.