Genesys Analyst, Robert Half

Robert Half

Location:
United States, West Des Moines

Category:
IT - Software Development

Contract Type:
Employment contract

Salary:

Not provided

Save Job

Apply Position

Job Description:

The Genesys Analyst position is responsible for all aspects of the Genesys Cloud CX implementation and integrations with contact center tools. The role focuses on developing omnichannel solutions, analyzing business requirements, and performing system configurations while collaborating with IT teams and vendors. Key aspects also include troubleshooting, maintaining platform reliability, and applying best practices for performance and availability.

Job Responsibility:

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

Requirements:

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
Genesys Cloud CX: Developer Certification [GCX-GCD]

Nice to have:

Experience with Agile Scrum methodologies
AI certifications
Knowledge of backup technologies
Familiarity with design and troubleshooting of telephony integration deployments
Core development concepts ideally with JavaScript

What we offer:

Medical insurance
Vision insurance
Dental insurance
Life and disability insurance
Eligibility to enroll in 401(k) plan
Access to free online training
Competitive compensation

Additional Information:

Job Posted:
May 30, 2025

Employment Type:

Fulltime

Work Type:

On-site work

View All Jobs In This Company

Job Link Share:

Genesys Analyst