Contact Center Systems Analyst Ii (genesys Cloud Cx)

Welbehealth

Remote, US
Base: $39.46-$52.09 usd ph; bonus: included in tot...
Remote
4 years genesys cloud cx experience
Complex call flow building in architect
Acd ivr skills-based routing knowledge
WelbeHealth is seeking a Contact Center Systems Analyst II with a focus on Genesys Cloud CX to enhance communication experiences for vulnerable seniors. The role requires extensive experience in Genesys administration and a strategic mindset to optimize contact center performance through technology

Job Summary

  • The role serves as the primary liaison between contact center operations, IT, and vendor support to optimize communication experiences.
  • Responsibilities include leading the implementation of AI voice agent capabilities to automate routine interactions and reduce wait times.
  • WelbeHealth offers a comprehensive benefits package including medical insurance, 17 days of PTO, and a 401K match.

Matching Summary

Match Score: 85

WelbeHealth is seeking a Contact Center Systems Analyst II with a focus on Genesys Cloud CX to enhance communication experiences for vulnerable seniors. The role requires extensive experience in Genesys administration and a strategic mindset to optimize contact center performance through technology.

Salary

Base: $39.46-$52.09 USD per hour; Bonus: Included in total rewards; Benefits: Medical, Dental, Vision, 401K match

Skills & Requirements

Must-have

  • 4 years Genesys Cloud CX experience
  • Complex call flow building in Architect
  • ACD IVR skills-based routing knowledge
  • REST API and Genesys Cloud API usage
  • SIP PSTN trunk configuration fundamentals

Nice-to-have

  • Strategic partnership with stakeholders
  • AI-driven capabilities implementation
  • Cross-functional collaboration skills
  • Vendor relationship management
  • Mission-critical platform ownership

Key Requirements

  • Minimum 4 years contact center administration experience
  • Extensive Genesys Cloud Architect complex call flow experience
  • Working knowledge of telephony fundamentals like SIP and PSTN
  • Willingness to work Pacific Time hours including evenings and weekends
  • Comfortable with occasional business travel

Work Rights

Not specified

Tailored Resume

Cover Letter