Genesys Cloud Lead Analyst

AES Corporation

Genesys cloud cx hands-on experience
Ivr call flow design and maintenance
Genesys cloud analytics reporting
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 operations in 14 countries and a commitment to net-zero goals by 2050.
  • This position blends Genesys Cloud architecture, IVR design, and analytics to support day-to-day operations and long-term strategic initiatives.

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 reporting
  • 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
  • High-volume contact center knowledge
  • Accessibility standards expertise

Key Requirements

  • Bachelor's degree in Computer Science, Business, or related field
  • 5+ years experience in call center or customer experience environment
  • 2+ years hands-on experience with Genesys Cloud CX
  • Genesys Cloud CX: Professional Certification (GCP)

Work Rights

Not specified

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