About this role

Serve as a key steward of the enterprise contact center platform, ensuring stable operations.
Design and maintain IVR call flows using Genesys Cloud Architect and Dialog Engine.
Monitor utterance trends and optimize bot performance across all queues to improve containment.
Build, maintain, and validate dashboards, views, and performance reports across Genesys Cloud Analytics.
Partner with WFM and operational leaders to interpret trends and recommend improvements.

Bachelor’s degree in Computer Science, Business, CX Design, or related field; or equivalent experience.
5+ years of experience in a call center or customer experience environment.
2+ years of hands‑on experience with Genesys Cloud CX.
Genesys Cloud CX: Professional Certification (GCP).
Experience in IVR optimization, customer journey design, or contact center technology.
Strong understanding of telephony systems, call routing, and self‑service technologies.
Proficiency with data analysis tools (e.g., Power BI, Tableau) and SQL.

Lead Analyst, Genesys Cloud

Key skills