Design, configure, and maintain Architect call flows and routing strategies
Optimize skills-based routing and queue performance
Configure and manage outbound dialer campaigns
Build and maintain data actions to connect Genesys Cloud with Salesforce and other systems
Support API-based integrations and troubleshoot connection issues
Implement automation workflows to reduce manual processes
Monitor system performance and identify optimization opportunities
Support QA, reporting, and operational data needs
Maintain documentation of system configurations and workflows
Partner with business stakeholders to translate operational needs into platform solutions

Genesys Cloud Platform Experience supporting phone-based sales environments
Basic understanding of SQL or reporting tools
Bachelor’s degree in Information Systems, Computer Science, or a related field (or equivalent experience).
2–5+ years experience working within a contact center (preferably Genesys Cloud)
Strong experience configuring Architect flows and routing logic
Experience working with APIs and data actions
Understanding of JSON and basic API troubleshooting
Experience supporting CRM integrations (Salesforce preferred)
Familiarity with outbound dialer configuration
Strong analytical and problem-solving skills
Ability to manage multiple initiatives in a fast-paced environment.

Medical Insurance: Choose from a variety of plans to fit your healthcare needs.
Dental Insurance: Coverage for preventive, basic, and major dental services.
Employer-Paid Vision: Comprehensive eye care coverage at no cost to you.
Employer-Paid Basic Life and AD&D Insurance: Peace of mind and additional protection.
Employer-Paid Short-Term and Long-Term Disability Insurance: Financial support in case of illness or injury.
401(k) Plan: Save for your future with a company match to help you grow your retirement savings.
PTO and Sick Time accrue each pay period: Take time off when you need it.
Annual Bonus Program: Performance-based bonus to reward your hard work.

Contact Center Tech Analyst

Key skills