Summary: The Business Systems Analyst role focuses on leveraging expertise in Genesys Cloud CX and contact center technologies to enhance operational efficiency. The position requires a strong background in routing strategies, API integrations, and data analysis tools. The analyst will work remotely, collaborating with teams to implement solutions that improve customer experience. This role is essential for organizations utilizing enterprise contact center platforms.

Key Responsibilities:

• Utilize 5+ years of experience in contact center technologies, specifically Genesys or other enterprise contact center platforms.
• Implement and manage Genesys Routing strategies, including ORS, URS, and GRE.
• Develop and maintain API-based integrations, including REST, SOAP, and Web Services.
• Conduct data analysis and reporting using SQL and tools like Tableau and Power BI.
• Collaborate using JIRA, Confluence, and Agile project management methodologies.

Key Skills:

• 5+ years of experience in contact center technologies.
• Proficiency in Genesys Routing strategies.
• Experience with API-based integrations (REST, SOAP, Web Services).
• Strong SQL skills and familiarity with data analysis tools.
• Knowledge of reporting frameworks such as Tableau and Power BI.
• Familiarity with JIRA, Confluence, and Agile project management tools.

Salary (Rate): undetermined

City: undetermined

Country: United States of America

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT