Systems Analyst - Unified Communication Admin Pass Rd Hqtrs 4969

Keesler Federal Credit Union • Biloxi, MS

135d

About The Position

The Systems Analyst - Unified Communications Admin is responsible for the configuration, ongoing support, and enhancement of the Genesys Cloud CX platform and integrated business applications, including TTEC Smart Apps. This position works in close partnership with Product Management to drive platform improvements, integrations, and member experience enhancements. Together, they collaborate with IT, business units, and vendors to align technology solutions with business goals and operational needs.

Requirements

• Equivalent to a college degree (BS or BA in a relevant field).
• 3+ years of experience administering or supporting Genesys Cloud CX or similar CCaaS platform.
• 1-3 years of experience in application support within a financial institution (e.g., core, CRM, check imaging).
• Experience with system configuration, vendor management, and release/change control processes.
• Prefer experience with Jack Henry technologies, specifically Symitar Episys.
• Working knowledge of Genesys Cloud CX administration, APIs, and integrations; familiarity with TTEC Smart Apps.
• Ability to implement and maintain IVRs, workforce engagement tools, digital channels, and chatbot functions in a collaborative environment.
• General understanding of cloud infrastructure, security protocols, and compliance requirements.
• Proficiency in creating basic system reports and supporting data analysis for business units.
• Courtesy, tact, and diplomacy are essential elements of the job.

Nice To Haves

• Genesys Cloud certifications preferred.

Responsibilities

• Collaborate with Product Management on architectural assessments, platform design considerations, and evaluation of Genesys Cloud CX and TTEC Smart Apps solutions.
• Configure and maintain Genesys Cloud features—including IVRs, call flows, queue routing, permissions, and user roles—according to jointly defined priorities and initiatives.
• Co-lead the implementation of new feature enhancements, integrations, and updates, sharing responsibilities for planning and execution.
• Ensure platform compliance with security, regulatory, and enterprise standards by working together to address audit requirements, technical controls, and operational practices.
• Work with business units to gather requirements, analyze needs, and recommend platform enhancements in alignment with shared goals.
• Troubleshoot and resolve incidents collaboratively, jointly escalating complex issues to technical leadership as needed, and participate in business continuity and disaster recovery planning.
• Share responsibility for ongoing platform monitoring, patching, and upgrading activities based on a collaboratively developed maintenance schedule.
• Partner with reporting specialists and data analysts to design dashboards and operational data visualizations that support strategic and tactical decision-making.
• Participate in user acceptance, release testing, and documentation efforts to maintain platform integrity and support organizational training efforts.
• Engage with Training, QA, and business process owners to assess workflows, recommend optimizations, and create documentation as partners.
• Support vendor due diligence, contract management, and licensing activities as a collaborative effort.
• Perform application support duties for integrated systems (such as CRM, WFM, and other financial technologies), addressing integration issues jointly and leveraging each other's expertise as needed.
• Assist in training of new team members.
• Provides back-up for team members where needed.
• Other duties as assigned.

Benefits

• Medical, dental, and vision insurance.
• Short Term & Long-Term Disability Benefits.
• Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses.
• Employee and Dependent Life Insurance.
• 401(k) Retirement Plan with 100% match on the first 5% contributed by you.
• Paid Leave.
• 11 Paid Holidays.
• Tuition Reimbursement.
• Competitive Scholarships.
• EAP (Employee Assistance Program).

What This Job Offers

• Job Type: Full-time
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree