Call Center Systems Analyst
- Full-time
Job Title: Call Center Systems Analyst - Genesys Cloud & Amazon Connect
Location: Remote
Job Summary
Seeking experienced Call Center Systems Analysts with expertise in Genesys Cloud, Amazon Connect, and IVR technologies to support contact center migration and digital transformation initiatives.
Required Skills & Experience
5-8 years of experience in consulting, product management, digital transformation, or technology delivery roles focused on contact center and IVR migrations
Hands-on experience with:
Genesys Cloud
Amazon Connect
IVR technologies
Experience with contact center migrations to Genesys Cloud
Experience supporting:
Conversational AI
Chatbots
Virtual assistants
Digital self-service implementations
Familiarity with contact center platforms such as:
Genesys
NICE
Amazon Connect
Understanding of AI-enabled service capabilities including:
Agent assist
Knowledge retrieval
Automation
Intelligent routing
Understanding of healthcare domain
Strong analytical, communication, and collaboration skills