IT System Analyst, Genesys

American Equity Investment Life Holding • West Des Moines, IA

215d

About The Position

The Genesys Analyst position has the responsibility and oversight for all aspects of Genesys Cloud CX's implementation within American Equity 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. Position sits in West Des Moines and will work an onsite hybrid schedule.

Requirements

• Bachelor's degree in CS, MIS, information technology, or related field of study.
• 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 and AI technologies.
• Software development experience with familiarity with source code control/GitHub and Genesys Terraform/CX as Code.
• 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 in consuming RESTful APIs for data integration and understanding of authentication methodologies (Oauth, SAML).
• Prior experience in an Agile environment preferred.

Nice To Haves

• Genesys Cloud CX: Professional Certification [GC-GCP]
• Genesys Cloud CX: Architect Certification [GCX-ARC]
• Genesys Cloud CX: AI - GPE & GPR Certification [GCX-AI-GPE]
• Genesys Cloud CX: AI - Digital Bots & Knowledge Certification [GC-AI-DB]

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: Bachelor's degree