Configuration Analyst (Genesys) Job at Robert Half (West Des Moines)

Configuration Analyst

We are looking for an experienced Configuration Analyst to join our team on a lo...

Location

United States , Nashville

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Proven experience working with Genesys Cloud systems is mandatory
Strong knowledge of configuration management processes and tools
Expertise in database queries and operational data analysis
Familiarity with industry standards and regulatory requirements related to configuration management
Ability to manage projects, track progress, and communicate risks effectively
Exceptional analytical and problem-solving skills to address configuration issues
Experience in the healthcare industry is preferred
Ability to work independently with minimal supervision while collaborating effectively with teams

Job Responsibility

Manage and maintain the configuration management database to ensure accuracy and consistency
Monitor and control configuration items throughout their lifecycle, ensuring compliance with established policies
Develop and implement configuration management plans, procedures, and policies aligned with industry standards
Conduct regular audits and reviews to verify the integrity and reliability of configurations
Perform monthly scans across all environments to identify and resolve discrepancies
Maintain version control for both hardware and software operational configurations
Collaborate with stakeholders to address and resolve configuration-related challenges
Stay informed about emerging trends and best practices in configuration management
Utilize technical expertise to identify opportunities for process optimization and technology integration
Document and translate requirements into detailed program designs for presentation to leadership

What we offer

medical, vision, dental, and life and disability insurance
eligible to enroll in our company 401(k) plan

Senior Manager Business Analyst Genesys CX & Contact Centre Analyst

We are seeking an experienced individual to support the design, delivery, config...

Location

India , Pune

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

5+ years of experience as a Business Analyst within contact centre or telecommunications environments
Hands-on expertise in platforms such as AWS Connect, Genesys Engage, or Genesys Cloud CX
Strong understanding of contact centre technologies including IVR, ACD, CTI, WFM, and QM
Demonstrated experience in CTI and CRM integrations with a focus on enhancing agent and customer experience
Ability to translate complex technical concepts into clear, accessible language for all stakeholders
Knowledge of Agile and Waterfall methodologies
Technical experience with SIP, voice solutions, social media channels, chat, video, and asynchronous messaging
Technical degree and minimum four years of contact centre experience

Job Responsibility

Lead discovery and requirements-gathering sessions for contact centre and CX initiatives
Work with architects and development teams to design solutions including routing logic, IVR flows, call journeys, and reporting structures
Configure and implement platforms such as Genesys, AWS Connect and other contact centre technologies including queues, profiles, and contact flows
Analyse and define requirements for CTI and CRM integrations supporting platforms such as Salesforce and ServiceNow
Participate in test planning, UAT execution, and validation of deployed solutions
Produce user guides, process flows, and technical documentation for support teams and stakeholders
Act as a liaison between business teams, technical teams, and vendors ensuring alignment and expectation management
Contribute to application lifecycle management ensuring reusability and architectural consistency

What we offer

Opportunity to work on advanced CX and contact centre technologies across global operations
Exposure to complex technical landscapes and collaboration with multi‑national teams
Ability to influence VOIS‑wide application architecture and contribute to strategic technology decisions
Continuous learning in DevOps, cloud-based contact centre platforms, and enterprise integrations
A collaborative environment promoting innovation, problem‑solving, and professional growth

Senior Manager Business Analyst Genesys CX & Contact Centre Analyst

We are seeking an experienced individual to support the design, delivery, config...

Location

India , Pune

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

5+ years of experience as a Business Analyst within contact centre or telecommunications environments
Hands-on expertise in platforms such as AWS Connect, Genesys Engage, or Genesys Cloud CX
Strong understanding of contact centre technologies including IVR, ACD, CTI, WFM, and QM
Demonstrated experience in CTI and CRM integrations with a focus on enhancing agent and customer experience
Ability to translate complex technical concepts into clear, accessible language for all stakeholders
Knowledge of Agile and Waterfall methodologies
Technical experience with SIP, voice solutions, social media channels, chat, video, and asynchronous messaging
Technical degree and minimum four years of contact centre experience

Job Responsibility

Lead discovery and requirements-gathering sessions for contact centre and CX initiatives
Work with architects and development teams to design solutions including routing logic, IVR flows, call journeys, and reporting structures
Configure and implement platforms such as Genesys, AWS Connect and other contact centre technologies including queues, profiles, and contact flows
Analyse and define requirements for CTI and CRM integrations supporting platforms such as Salesforce and ServiceNow
Participate in test planning, UAT execution, and validation of deployed solutions
Produce user guides, process flows, and technical documentation for support teams and stakeholders
Act as a liaison between business teams, technical teams, and vendors ensuring alignment and expectation management
Contribute to application lifecycle management ensuring reusability and architectural consistency

What we offer

Opportunity to work on advanced CX and contact centre technologies across global operations
Exposure to complex technical landscapes and collaboration with multi‑national teams
Ability to influence VOIS‑wide application architecture and contribute to strategic technology decisions
Continuous learning in DevOps, cloud-based contact centre platforms, and enterprise integrations
A collaborative environment promoting innovation, problem‑solving, and professional growth

Application Analyst-Genesys

Location

United States

Salary:

35.50 - 53.25 USD / Hour

Advocate Health Care

Expiration Date

Until further notice

Requirements

Bachelor's Degree (or equivalent knowledge) in Computer Science or related field
Typically requires 3 years of experience in business process mapping, analysis, defining business and user requirements, acceptance testing and documentation
Experience in using applications, operating systems and databases to include the basic hardware, platform, connectivity, and interface design
Experience in Healthcare applications
Project management experience with ability to use project management software
Ability to work with a minimal amount of supervision, to balance multiple tasks, be detail oriented, set priorities and accomplish assignments in a timely manner utilizing excellent customer service skills
Organizational and analytical skills. Strong problem and issue resolution skills
Strong written and oral communication skills
Ability to work closely with health care application users, vendors, and technical professionals
Demonstrated ability to translate user requirements into system specifications. Understanding of change management practices and procedures

Job Responsibility

Identify, map, measure, analyze and improve routine to moderately complex clinical and business processes, problems and information requirements for assigned application(s)
Perform current and future workflow analysis and map out critical business processes using business process reengineering techniques, industry standards and best practices
Prepare documentation for business requirements by using case diagrams, data flow diagrams, data models, and object models to present, discuss and analyze various dimensions
Evaluate whether a proposed solution meets the business and clinical needs
Translate user requirements into functional and technical design specifications and reviews with the user to insure accuracy
Prioritize requirements based on business needs and discuss the technological impact of business requirements
Perform applicable system(s) configuration that meets business requirements
Develop test plans, test cases, and test scripts to validate performance of all functions
Conduct effective unit, integration, system and end-user acceptance testing through execution of the tests, tracking of problem reports and documenting all final outcomes
Provide client and support training through development of training materials, training trainers and end-user(s) as appropriate to the project

What we offer

Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program

Fulltime

Application Analyst-Genesys

Location

United States

Salary:

35.50 - 53.25 USD / Hour

Advocate Health Care

Expiration Date

Until further notice

Requirements

Bachelor's Degree (or equivalent knowledge) in Computer Science or related field
Typically requires 3 years of experience in business process mapping, analysis, defining business and user requirements, acceptance testing and documentation
Experience in using applications, operating systems and databases to include the basic hardware, platform, connectivity, and interface design
Experience in Healthcare applications
Project management experience with ability to use project management software
Ability to work with a minimal amount of supervision, to balance multiple tasks, be detail oriented, set priorities and accomplish assignments in a timely manner utilizing excellent customer service skills
Organizational and analytical skills. Strong problem and issue resolution skills
Strong written and oral communication skills
Ability to work closely with health care application users, vendors, and technical professionals
Demonstrated ability to translate user requirements into system specifications. Understanding of change management practices and procedures

Job Responsibility

Identify, map, measure, analyze and improve routine to moderately complex clinical and business processes, problems and information requirements for assigned application(s)
Perform current and future workflow analysis and map out critical business processes using business process reengineering techniques, industry standards and best practices
Prepare documentation for business requirements by using case diagrams, data flow diagrams, data models, and object models to present, discuss and analyze various dimensions
Evaluate whether a proposed solution meets the business and clinical needs
Translate user requirements into functional and technical design specifications and reviews with the user to insure accuracy
Prioritize requirements based on business needs and discuss the technological impact of business requirements
Perform applicable system(s) configuration that meets business requirements
Develop test plans, test cases, and test scripts to validate performance of all functions
Conduct effective unit, integration, system and end-user acceptance testing through execution of the tests, tracking of problem reports and documenting all final outcomes
Provide client and support training through development of training materials, training trainers and end-user(s) as appropriate to the project

What we offer

Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance

Fulltime

Application Analyst-Genesys

Location

United States

Salary:

35.50 - 53.25 USD / Hour

Advocate Health Care

Expiration Date

Until further notice

Requirements

Bachelor's Degree (or equivalent knowledge) in Computer Science or related field
Typically requires 3 years of experience in business process mapping, analysis, defining business and user requirements, acceptance testing and documentation
Experience in using applications, operating systems and databases to include the basic hardware, platform, connectivity, and interface design
Experience in Healthcare applications
Project management experience with ability to use project management software
Ability to work with a minimal amount of supervision, to balance multiple tasks, be detail oriented, set priorities and accomplish assignments in a timely manner utilizing excellent customer service skills
Organizational and analytical skills. Strong problem and issue resolution skills
Strong written and oral communication skills
Ability to work closely with health care application users, vendors, and technical professionals
Demonstrated ability to translate user requirements into system specifications. Understanding of change management practices and procedures

Job Responsibility

Identify, map, measure, analyze and improve routine to moderately complex clinical and business processes, problems and information requirements for assigned application(s)
Perform current and future workflow analysis and map out critical business processes using business process reengineering techniques, industry standards and best practices
Prepare documentation for business requirements by using case diagrams, data flow diagrams, data models, and object models to present, discuss and analyze various dimensions
Evaluate whether a proposed solution meets the business and clinical needs
Translate user requirements into functional and technical design specifications and reviews with the user to insure accuracy
Prioritize requirements based on business needs and discuss the technological impact of business requirements
Perform applicable system(s) configuration that meets business requirements
Develop test plans, test cases, and test scripts to validate performance of all functions
Conduct effective unit, integration, system and end-user acceptance testing through execution of the tests, tracking of problem reports and documenting all final outcomes
Provide client and support training through development of training materials, training trainers and end-user(s) as appropriate to the project

What we offer

Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program

Fulltime

New

Workforce Management Analyst

Calling all contact center management within the Oakville region! We are seeking...

Location

Canada , Oakville

Salary:

78000.00 - 95000.00 CAD / Year

Randstad

Expiration Date

May 04, 2026

Requirements

Minimum of 3 years in the field of Contact Center Workforce Management
Strong proficiency in workforce platforms, telephony systems (Genesys preferred), PowerBI, and Excel
Strong Computer Skills required
Excel, Workforce Management Software, Telephony tools
Working knowledge of conversational analytics tools and ability to integrate qualitative interaction insights with quantitative workforce metrics
Understanding of cost-to-serve drivers and the ability to distinguish influenceable versus unavoidable demand in high-volume service environments
Ability to translate complex operational data into clear, decision-ready insights for leadership
Excellent communication, presentation and customer service skills

Job Responsibility

Drive accurate forecasting, workforce planning, and operational system governance to ensure consistent achievement of contact centre service level objectives while maintaining operational efficiency
Translate workforce metrics and interaction-level insights into actionable demand intelligence, enabling leadership to proactively manage capacity, mitigate influenceable demand, and optimize cost-to-serve
Analyze operational performance trends, forecast variances, and contact drivers to identify service risks, friction patterns, and opportunities for process improvement that enhance customer outcomes
Develop short- and long-term staffing strategies that balance customer experience, employee experience, operational flexibility, and cost effectiveness
Monitor real-time queue performance and workforce adherence, providing data-driven guidance that protects service levels during volume fluctuations and operational disruptions
Integrate conversational and interaction analytics insights into forecasting and workforce analysis to improve demand visibility and anticipate repeat contact drivers
Conduct root cause analysis by synthesizing quantitative workforce data and qualitative interaction trends to uncover drivers of avoidable demand and service inefficiencies
Oversee WFM and ACD system governance, including call flow configuration and reporting structures, ensuring operational alignment with performance objectives
Create and maintain dashboards and reporting frameworks that translate complex operational data into clear, decision-ready insights for leadership
Deliver evidence-based recommendations that strengthen operational performance and contribute to improved customer experience outcomes

What we offer

15 vacation days
10 personal days
Benefits effective at 3 months

Fulltime

Applications Development Technology Sr Lead Analyst

The Applications Development Technology Sr Analyst is a lead position responsibl...

Location

India , Pune

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Minimum 10-12 years of experience working as an Oracle Financials consultant with banking or relevant industry
Proven track record of delivery using Oracle ERP software
Proficient in configurations, end to end batch run, understand ledger concepts
API knowledge to schedule and monitor the jobs
Good understanding OR Willingness to pick up other basic technical skills like Unix/Linux, SQL
Very good communication & analytical skills
Good stakeholder management, coordination & collaboration skills
Self-starter, highly motivated and complete ownership from design to deployment
Experience in AFCS/ ERP / General Ledger implementations including reporting, downstream, metadata configurations, ledger processes
Must have knowledge about CITI ledger system, finance and operational functions

Job Responsibility

Lead Accounting Transformation technology development programs globally ,driving standard Event based Accounting & GL solutions using SAAS Platforms like ORACLE AFCS/Accounting Hub / General Ledger and build in-house strategic accounting applications
Responsible for the overall technical planning, design and development/implementation of Oracle AFCS Configurations for multiple entities across CBNA UK and other EMEA entities
Maintain technical documentation for all packages, descriptions of the data and data structures including data definitions, metadata, data models, and data flow diagrams
Lead by example in developing exceptional quality code by doing design & code reviews
Ability to multitask and manage multiple projects simultaneously in a distributed delivery setup
Influence and negotiate with senior leaders across functions, as well as communicate with external parties as necessary
Owns product development and rollout strategy, and engages directly with business and tech teams to drive successful delivery and enhancements of platforms
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards

Fulltime

Configuration Analyst (Genesys)

Robert Half

Location:
United States , West Des Moines

Category:
IT - Software Development

Contract Type:
Employment contract

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
March 26, 2025

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