Financial Services/Banking/Insurance

Systems Analyst

Permanent

Professional Project Partners

Systems Analyst Des Moines Iowa

Job Title: Genesys Analyst

Role Overview: The Genesys Analyst is tasked with managing and implementing Genesys Cloud CX solutions, ensuring seamless integration with other contact center tools. This role is pivotal in enhancing productivity across individual, team, and organizational levels by addressing business requirements and optimizing the use of Genesys Cloud features.

Key Responsibilities:

  • Lead the creation and deployment of multi-channel flows (IVR, Chat, Chatbot, email) in Genesys Cloud Architect.
  • Manage the implementation of other Genesys modules, coordinating with IT teams and vendors.
  • Analyze business needs, estimate project timelines, document designs, configure systems, and support deployments.
  • Work with API and Data Engineering teams for effective data integration using REST APIs.
  • Maintain, troubleshoot, upgrade, and proactively resolve issues within Genesys solutions, ensuring high availability and applying site reliability engineering practices.
  • Perform additional tasks as directed by leadership.

Qualifications:

  • Bachelor’s degree in a relevant field (e.g., Computer Science, Information Technology) with five years of technical experience, or an equivalent combination of education and experience.
  • Practical experience with Genesys Cloud CX Architect for IVR development.
  • Experience in developing and supporting other Genesys Cloud CX capabilities, such as call recording and reporting.
  • Proficiency in RESTful APIs for data integration.
  • Understanding of authentication methods like OAuth and SAML.
  • Agile environment experience is a plus.

Certifications:

  • Preferred: Genesys Cloud CX Certified Developer
  • Acceptable: Genesys Cloud CX Certified Professional or related certifications.

Skills and Abilities:

  • Strong knowledge of Genesys Cloud CX tools and architecture.
  • Ability to troubleshoot telephony integration issues.
  • Familiarity with REST-based API principles.
  • Broad IT knowledge, including architecture, data management, and security.
  • Excellent customer service and stakeholder management skills.
  • Effective communication skills, both verbal and written.
  • Strong problem-solving and risk management capabilities.
  • Ability to work under pressure and meet deadlines in a fast-paced environment.

Tagged as: Systems Analyst