Senior IT Systems Analyst – Contact Center Technology & Operations

Location: Phoenix, AZ (Onsite)
Duration: 6 Months Contract
Employment Type: Contract

Job Summary

We are seeking an experienced Senior IT Systems Analyst with deep expertise in Contact Center Operations and CCaaS platforms to support a large-scale Contact Center Transformation Program. The ideal candidate will partner closely with Product Owners, business stakeholders, and technical teams to drive requirements gathering, backlog management, feature enablement, and operational support.

This role requires strong hands-on experience with Genesys Cloud Platform and Microsoft Dynamics 365, along with the ability to align technology capabilities with business objectives. The candidate should possess excellent communication, analytical, and stakeholder management skills in a fast-paced enterprise environment.

Key Responsibilities

• Collaborate with Product Owners and business stakeholders to define project charter, vision, roadmap, and strategic objectives.
• Create, manage, and maintain product backlog including epics, features, user stories, and acceptance criteria.
• Coordinate and support new feature implementation processes for Contact Center Operations and Technology Enablement.
• Analyze and align capabilities of Genesys Cloud Platform and Dynamics 365 with business requirements.
• Work closely with cross-functional technical and business teams to ensure successful delivery of transformation initiatives.
• Provide guidance and support to development and operational teams throughout project lifecycle.
• Track and communicate project status, risks, dependencies, and issues to stakeholders.
• Manage and resolve ServiceNow tickets related to contact center operations.
• Deliver Level 1 operational support for routine inquiries and issues within the Genesys Cloud telephony environment.
• Participate in process improvement and operational optimization initiatives for contact center platforms.

Required Qualifications

• 7+ years of experience as a Business Systems Analyst, IT Systems Analyst, or related role.
• Proven experience supporting Contact Center Operations and CCaaS environments.
• Strong hands-on experience with Genesys Cloud Platform.
• Experience working with Microsoft Dynamics 365.
• Experience with Contact Center transformation or modernization initiatives.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced enterprise environment.
• Experience using Microsoft Office Suite and diagramming tools such as Visio or Lucidchart.
• Understanding of regulatory compliance, industry standards, and operational best practices.

Preferred Qualifications

• Experience in Banking or Financial Services industry.
• Certifications in Genesys Cloud, Dynamics 365, Agile, or Scrum methodologies.
• Experience working in Agile/Scrum delivery environments.
• Familiarity with ServiceNow ticketing and support workflows.

Must-Have Skills

• Contact Center / CCaaS Experience
• Genesys Cloud Platform
• Microsoft Dynamics 365
• Business & Systems Analysis
• Agile/Scrum Methodology
• ServiceNow
• Stakeholder Management