Genesys System Analyst

2 weeks ago

Charlotte, United States Apexon Full time

Required Qualifications:

  • 5 years’ experience using VISIO to create Call Flows for Telephony platform
  • 5 years’ experience with Telephony Call Center Platform
  • 5 years’ experience with Data Analytics / Operational Reporting – Tableau, SQL, Excel
  • 5 years’ experience with IVR Computer Telephony Integration (CTI) Screen Pops on platforms such as Genesys, Avaya, and Cisco
  • 5 years’ System Analyst experience
  • Experience with IVR, Call Routing, Call Recording, WFM and Operational Reporting

Preferred Qualifications:

  • 5 years’ experience with Telephony (Genesys Multi-Cloud CX and Genesys Cloud platforms)
  • 5 years’ experience working with API integration within Telephony Infrastructure
  • 5 years’ experience with Nuance – Natural Language Understand (NLU), Speech Recognition
  • 1 year experience with Agile and Kanban project delivery methodologies
  • 1 year experience with validating telephony data and voice network architecture diagrams
  • Performs tasks executing and modifying processes, plans and design when needed
  • Full ownership for one or more processes, procedures, or products


Key Responsibilities and Duties

  • Support successful implementation of Telephony Call Center projects and updates in the Genesys Cloud platforms.
  • Create Detailed Dialog Specification (DDS) and Call Flow design documents.
  • Document the technical / network requirements, design, and testing information to ensure quality output that meets stated business needs.
  • Provides Forecast and Benefit metrics for Call Volumes, Call Reduction, AHT, IVR resolution rate etc.
  • Create User Stories and manage Product Backlog for agile (Kanban) delivery methodology.
  • Deliver end to end application solution components on time and within budget that meet the stated business needs and conform to IT methodologies and Data Management practices.
  • Create Project Documentation / artifacts that meet SDLC standards.
  • Create robust, high quality technical solutions for business and technology customers.
  • Align the needs of business units with the capabilities of IT.
  • Participates in delivery of fully tested applications or components of more complex applications for System and Acceptance Testing.
  • Lead others in conforming to corporate and IT standards and directives while embracing the future direction of Information Technology to successfully execute technical efforts.
  • Performs application and technical problem-solving including advice, guidance and mentoring to staff.
  • Conduct formal Integration Testing (IT) and ensure testing is compliant with the approved integrations test plan and expected results.
  • Create and execute implementation plan for technical deliverables as well as providing production support.
  • Collaborate with other technology and development staff to provide solution alternatives that ensure key deliverables are achieved.
  • Uses business knowledge to support business case development that leverage the appropriate level of qualitative and quantitative information to support business objectives.
  • Create and modify technical processes, designs, and solutions as required.
  • Identify and support resolution of risks that could impact ability to deliver results within the stated objectives.
  • Understand and manage the effect of change (regulatory, market or internal) on business processes, IT solutions and tools.
  • Ability to lead multi-deliverable technical efforts.
  • Ability to work collaboratively with key stakeholders from both IT and Business.

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