Genesys Cloud Lead Analyst

The AES Corporation

Genesys cloud cx hands-on experience
Ivr call flow design and maintenance
Genesys cloud analytics dashboard creation
The role serves as a key steward of the enterprise contact center platform, ensuring stable operations and high-quality customer experiences

Job Summary

  • The role serves as a key steward of the enterprise contact center platform, ensuring stable operations and high-quality customer experiences.
  • AES is a Fortune 500 company leading the global energy revolution with a commitment to net-zero goals by 2050.
  • The position requires close collaboration with Customer Care, Digital, WFM, and IT teams to drive performance and compliance.

Matching Summary

The role serves as a key steward of the enterprise contact center platform, ensuring stable operations and high-quality customer experiences.

Skills & Requirements

Must-have

  • Genesys Cloud CX hands-on experience
  • IVR call flow design and maintenance
  • Genesys Cloud Analytics dashboard creation
  • Customer journey mapping across channels
  • Root cause analysis for routing issues

Nice-to-have

  • AI-enabled voice bot experience
  • Salesforce or SAP IS-U familiarity
  • Utility customer service background
  • Accessibility standards knowledge
  • Predictive Engagement optimization skills

Key Requirements

  • Bachelor's degree in related field
  • 5+ years in call center environment
  • 2+ years Genesys Cloud CX experience
  • Genesys Cloud CX Professional Certification
  • Proficiency in SQL and data tools

Work Rights

Not specified

Tailored Resume

Cover Letter