Dexian is seeking a IT Systems Analyst, Genesys for an opportunity with a client located in West Des Moines, IA.
Responsibilities:
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
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
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 with consumption of RESTful APIs for data integration
Understanding of authentication methodologies (Oauth, SAML)
Prior experience in an Agile environment preferred
Genesys Cloud Certified Professional - Contact Center Administration
Genesys Cloud Certified Professional - Implementation
Genesys Cloud Certified Professional - Reporting and Analytics
Genesys Cloud Certified API Developer
Excellent hand-on knowledge of Genesys Cloud CX capabilities, architecture, design tools, testing practices, and monitoring tools
Ability to debug telephony integration deployments, including media, CTI, Call Event-related issues
Knowledge of REST-based API principles and tools to use them
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
Desired Skills and Experience GENERAL PURPOSE OF THE JOB:
The Genesys Analyst position has the responsibility and oversight for all aspects of Genesys Cloud CX's implementation and 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.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
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
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 with consumption of RESTful APIs for data integration.
Understanding of authentication methodologies (Oauth, SAML).
Prior experience in an Agile environment preferred.
CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS: Preferred: Genesys Cloud CX Certified Developer Acceptable: Genesys Cloud CX Certified Professional, or any combination of the following: Genesys Cloud Certified Professional - Contact Center Administration Genesys Cloud Certified Professional - Implementation Genesys Cloud Certified Professional - Reporting and Analytics Genesys Cloud Certified API Developer
KNOWLEDGE, SKILLS AND ABILITIES: Excellent hand-on knowledge of Genesys Cloud CX capabilities, architecture, design tools, testing practices, and monitoring tools. Ability to debug telephony integration deployments, including media, CTI, Call Event-related issues. Knowledge of REST-based API principles and tools to use them. 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.
Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.
Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.