Contact Center Systems Analyst II (Genesys Cloud CX)

WelbeHealth

2d•$39 - $52

About The Position

The Applications Analyst II (Assignment: Contact Center (Genesys)) focuses on the administration, configuration, optimization, and support of Genesys Cloud (formerly PureCloud) and its integrated ecosystem. This role acts as the primary liaison between contact center operations, IT, and vendor support. The Applications Analyst II will play a key strategic role in stakeholder engagement, product road mapping, and cross-functional collaboration to continuously improve the communication experience for both participants and staff. The ability to drive our strategic discussions, gather business requirements, and build scalable solutions is essential for this role. This role is different because the Applications Analyst II at WelbeHealth: Owns and optimizes a mission-critical communication platform – this role will serve as the Genesys Cloud subject matter expert, driving configuration, enhancements, and performance of a system that directly impacts participant and staff experience Blends technical expertise with strategic partnership – this role will collaborate cross-functionally to translate business needs into scalable contact center solutions, including AI-driven capabilities and workflow automation

Requirements

Minimum of four (4) years of experience in Contact Center (Genesys Cloud CX/Genesys PureConnect preferred) administration and/or support
Extensive experience building and maintaining complex call flows in Genesys Cloud Architect including inbound, in-queue, and after-hours, across a range of complexities
In-depth knowledge of contact center concepts including ACD, IVR, skills-based routing, omnichannel, and workforce management
Strong understanding of Genesys Cloud skill configuration best practices, including skill design, assignment strategies, and ongoing maintenance to support effective routing outcomes
Working knowledge of REST API concepts and experience using the Genesys Cloud API for configuration, reporting, or integration purposes
Familiarity with telephony fundamentals including SIP, PSTN, and trunk configuration
Must be comfortable with occasional travel needed for business needs
Must be willing to work Pacific Time hours and work a varied schedule at times, which may include evenings, nights, weekends, and overtime

Responsibilities

Work independently to research, define, plan, and implement new Genesys Cloud CX technology projects following the guidance and prioritization of the Director of Business Applications
Evaluate existing Genesys Cloud CX workflows and configurations used in operations, identify opportunities to streamline workflows, and leverage under-utilized functionalities
Lead the implementation of AI voice agent capabilities within Genesys Cloud, identifying opportunities to automate routine interactions, reduce wait times, and free staff to focus on higher-complexity engagements
Serve as a subject matter expert for the engineering team for all Genesys-related integration projects, and maintain all production and test environments for Genesys Cloud CX
Manage the relationship with the Genesys vendor and with key stakeholders for WelbeHealth teams that utilize Genesys
Learn and support additional enterprise applications as needed with guidance from the Director of Business Applications