IT System Analyst, Genesys

At American Equity we offer leading annuity products that help empower our clients to fulfill their needs and wants in retirement. Our success comes from hiring high-energy individuals who embody the beliefs that drive our unique culture. We currently fund over half a million retirements nationwide, and have been headquartered in West Des Moines, Iowa, for over twenty-five years with satellite offices in Charlotte, NC and New York, NY.

GENERAL PURPOSE OF THE JOB:  

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 schedule**

ESSENTIAL DUTIES AND 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

EDUCATION AND/OR EXPERIENCE:

• Bachelor’s degree (in CS, MIS, information technology, or related field of study; plus 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.

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

Required: Genesys Cloud CX: Developer Certification [GCX-GCD]

Preferred:

• 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]

KNOWLEDGE, SKILLS AND ABILITIES:  

• Excellent hand-on knowledge of Genesys Cloud CX capabilities, architecture, design tools, testing practices, and monitoring tools.
• Ability to troubleshoot telephony integration deployments, including media, CTI, Call Event-related issues.
• Broad knowledge of information technology functions and disciplines, including but not limited to, architecture, data management, operations, security and business analysis.
• Strong customer service orientation.
• Strong stakeholder management skills.
• Effective verbal and written communication skills.
• Ability to work cooperatively and successfully with employees, customers, and other outside third parties.
• Strong problem solving, risk assessment, and risk management skills.
• Ability to effectively present information and respond to questions.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.

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