Genesys Cloud Lead Analyst

Indianapolis, IN - USA

Monthly Salary: Not Disclosed

Posted on: 6 days ago

Vacancies: 1 Vacancy

Job Summary

Are you ready to be part of a company thats not just talking about the future but actively shaping it Join The AES Corporation (NYSE: AES) a Fortune 500 company thats leading the charge in the global energy revolution. With operations spanning 14 countries AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work you can be confident that youre joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations and with $12.7B in revenues in 2023 we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future AES is committed to meeting the Paris Agreements goals by 2050. Our innovative solutions such as 24/7 carbon-free energy for data centers are setting the pace for rapid global decarbonization.

If youre ready to be part of a company thats not just adapting to change but driving it AES is the place for you. Were not just building a cleaner more sustainable future - were powering it. Apply now and energize your career with a true leader in the global energy transformation.

Position Summary

The Genesys Cloud Senior Analyst serves as a key steward of the enterprise contact center platform ensuring stable operations accurate configuration and highquality customer and agent experiences. This role blends Genesys Cloud architecture IVR design analytics and crossfunctional coordination to support daytoday operations and longterm strategic initiatives.

The analyst partners closely with Customer Care Back Office Digital Workforce Management IT and Regulatory teams to maintain platform integrity troubleshoot issues and deliver insights that drive performance and compliance.

Platform Administration & Configuration

Design and maintain IVR call flows using Genesys Cloud Architect and Dialog Engine.
Implement updates to routing menus prompts and selfservice logic based on business needs.
Integrate IVR with backend systems and CRM platforms to support efficient customer interactions.
Map customer journeys across IVR and digital channels to identify improvement opportunities.
Utilize Genesys journey analytics and Predictive Engagement to optimize routing and selfservice paths.
Monitor utterance trends and optimize bot performance across all queues to improve containment reduce transfers and enhance IVR efficiency.

Performance Monitoring & Reporting

Build maintain and validate dashboards views and performance reports across Genesys Cloud Analytics.
Ensure data accuracy metric definitions and alignment with enterprise reporting standards.
Support governance processes for configuration changes including documentation and CAB review.
Partner with WFM and operational leaders to interpret trends and recommend improvements.
Conduct rootcause analysis and coordinate with IT vendors and business teams to resolve IVR or routing issues.
Support hypercare during launches outages or major changes with realtime monitoring and communication.
Maintain documentation for troubleshooting steps known issues and operational playbooks.

Collaboration & Governance

Participate in CAB reviews to ensure changes are evaluated for risk impact and alignment with standards.
Ensure compliance with regulatory and security requirements and accessibility guidelines.
Maintain configuration documentation data dictionaries and auditready records of changes.

CrossFunctional Collaboration

Partner with Customer Care Digital WFM IT and leadership to translate business needs into platform solutions.
Provide subjectmatter expertise on routing reporting permissions and operational impacts.
Support education and training for quality/training system owners or operational teams.
Drive clear timely communication of IVR changes impacts and timelines clearly to stakeholders.
Responsibilities could expand over time to support evolving business needs platform enhancements and cross-functional priorities.

Required Education & Experience

Bachelors 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 handson 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 selfservice technologies.
Proficiency with data analysis tools (e.g. Power BI Tableau) and SQL.
Strong communication stakeholder engagement and project management skills.

Preferred Skills & Experience

Genesys Cloud CX: Architect Certification (GCXARC).
Experience with AIenabled voice bots or speech analytics.
Familiarity with CRM platforms such as Salesforce or SAP ISU.
Knowledge of IVR usability testing and accessibility standards.
Background in utility customer service or highvolume contact centers.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds differences and perspectives enables us to improve the lives of our people customers suppliers contractors and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex sexual orientation gender gender identity and/or expression race national origin ethnicity age religion marital status physical or mental disability pregnancy childbirth or related medical condition military or veteran status or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary the Department of Homeland Security (DHS) with information from each new employees I-9 to confirm work authorization.

Required Experience:

Are you ready to be part of a company thats not just talking about the future but actively shaping it Join The AES Corporation (NYSE: AES) a Fortune 500 company thats leading the charge in the global energy revolution. With operations spanning 14 countries AES is committed to shaping a future throug...