| Genesys Cloud CX Technical Analyst || San Jose, CA || Hybrid at San Jose, California, USA |
| Email: jenifer.a@kovantech.com |
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From: Jenifer.A, Kovan Technology Solutions jenifer.a@kovantech.com Reply to: jenifer.a@kovantech.com Hi Professional, Hope you are safe and good, Please find the below JD and share the suitable profiles Role Role: Genesys Cloud CX Technical Analyst Location: San Jose, CA (Hybrid 3 days onsite and 2 days remote) Job Summary: We are looking for a highly technical and experienced Genesys Cloud CX Technical Analyst to design, implement, and optimize complex contact center routing solutions within a global enterprise environment. This role demands deep expertise in contact center technologies (especially Genesys), system integration, and routing architectures, along with the ability to collaborate effectively across technical and business teams. The candidate will play a critical role in enabling seamless, scalable, and efficient customer contact experiences. Key Responsibilities: Contact Center Routing & Solution Design: Design, implement, and manage contact center routing solutions using Genesys Cloud CX Create advanced routing workflows to optimize customer interactions across voice, chat, email, and other channels. Analyze interactions flows and develop routing strategies to ensure alignment with SLA requirements and business objectives. Troubleshoot and resolve routing issues in real-time, minimizing impact on operations. System Integration & Technical Documentation: Integrate contact center solutions with CRM platforms (e.g., Salesforce, Microsoft Dynamics) and backend systems via APIs and middleware. Document technical requirements, solution designs, and integration workflows to support development, QA, and maintenance. Partner with IT teams to manage system configurations, updates, and feature rollouts. Monitoring, Analytics & Optimization: Use monitoring tools (e.g., Genesys Infomart, BI) to assess routing performance and identify areas for improvement. Analyze data to uncover trends, troubleshoot anomalies, and recommend routing optimizations to enhance customer experience. Develop dashboards and reporting frameworks for real-time and historical performance tracking. Stakeholder Collaboration & Agile Delivery: Act as a liaison between business stakeholders and technical teams to gather, refine, and prioritize requirements. Lead sprint planning, backlog grooming, and release management activities within an Agileframework. Facilitate regular communication with leadership, providing updates on routing architecture, performance metrics, and enhancement initiatives. Required Technical Skills: 5+ years of experience in contact center technologies, specifically Genesys or other enterprise contact center platforms. Familiar in Genesys Routing strategies, including ORS, URS, and GRE. Familiar with API-based integrations, including REST, SOAP, and Web Services. Proficiency in SQL, data analysis tools, and reporting frameworks (e.g., Tableau, Power BI). Familiarity with JIRA, Confluence, and Agile project management tools. Preferred Technical Expertise: Advanced knowledge of Genesys Cloud CX Experience in speech analytics, WFM (Workforce Management), and AI-driven chatbots. Exposure to security frameworks for contact center solutions (e.g., PCI-DSS compliance). Soft Skills: Exceptional problem-solving and debugging skills with the ability to diagnose issues in complex environments. Strong written and verbal communication skills to articulate technical concepts clearly. Team-oriented mindset with a focus on collaboration and knowledge sharing. Thanks & Regards, Jenifer Kovan Technology Solutions Recruitment Manager Certified Minority Business Enterprise (MBE) Email : Jenifer.A@kovantech.com | www.kovantech.com https://www.linkedin.com/in/jenifer-a-6019a4175/ Bridge the gap This email and any attached files ("Message") may contain confidential and/or privileged information. It is intended solely for the addressee(s). If you receive this Message in error, inform the sender by reply email, delete the Message and destroy any printed copy. Any unauthorized use, distribution, or copying of this Message or any part thereof is prohibited. Emails are susceptible to alteration. Neither Kovan Tech nor any of its affiliates shall be liable for the Message if altered or falsified nor shall they be liable for any damage caused by any virus that might be transmitted with this Message. Keywords: quality analyst artificial intelligence business intelligence information technology California Genesys Cloud CX Technical Analyst || San Jose, CA || Hybrid jenifer.a@kovantech.com https://jobs.nvoids.com/job_details.jsp?id=2240041 |
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| 06:15 PM 10-Mar-25 |