Locations: Phoenix, Dallas, or Columbus (Hybrid)
Domain: Banking
Required Skills & Experience
- 8+ years of experience in Genesys Cloud, contact center technologies, and enterprise platform support.
- Strong expertise in Genesys Cloud, including platform administration, integrations, telephony architecture, production support, incident/problem/change management, and operational monitoring.
- Experience with Genesys Cloud AI capabilities, CI/CD automation (Azure DevOps), Terraform, and CX-as-Code practices.
- Proven experience integrating Genesys Cloud with CRM and ITSM platforms such as Dynamics 365 and ServiceNow.
- Demonstrated technical leadership experience, including solution design, mentoring engineers, and leading complex cross-functional initiatives.
- Strong understanding of risk, security, compliance, and operational excellence within regulated environments; banking/financial services experience highly preferred.
Nice to Have Skills & Experience
Job Description
As a Support Analyst, you'll provide SME expertise in your respective domain as well as adjacent domains to ensure solutions are safe, secure, compliant and reliable. You'll identify development and support needs as well as take on large and complex design responsibilities supporting project tasks. You'll also engage with project and business sponsors refining operational support requirements and objectives of targeted solutions. You will facilitate dialogue and activities, and work to ensure team collaboration, including teams outside of your domain. You'll develop effective presentations and narratives for IT audiences. In this role, you'll also develop the operational support skills of one more junior engineer and may lead one engineer as the platform and operating model mature.
Your main responsibilities will be:
Senior Genesys Cloud Support Analyst • Phoenix, AZ, United States
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