Genesys Analyst

The Genesys Analyst has the responsibility and oversight for all aspects of

Genesys Cloud CX's implementation within 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.

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 Manager, Applications Development

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, PROFESSIONAL DESIGNATIONS:

Required: Genesys Cloud CX: Developer Certification [GCX-GCD]

Preferred:

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]

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.

Strong customer service orientation. Strong stakeholder management skills.

Effective verbal and written communication skills.

Ability to work cooperatively and successfully with employees, customers, and other

outside third parties.

Strong problem solving, risk assessment, and risk management skills.

Ability to effectively present information and respond to questions.

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Ability to successfully handle pressure and meet deadlines in a fast-paced work

environment.

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

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 Manager, Applications Development

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, PROFESSIONAL DESIGNATIONS:

Required: Genesys Cloud CX: Developer Certification [GCX-GCD]

Preferred:

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]

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.

Strong customer service orientation. Strong stakeholder management skills.

Effective verbal and written communication skills.

Ability to work cooperatively and successfully with employees, customers, and other

outside third parties.

Strong problem solving, risk assessment, and risk management skills.

Ability to effectively present information and respond to questions.

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Ability to successfully handle pressure and meet deadlines in a fast-paced work

environment.

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.