Call Center Systems Analyst

Job Title: Call Center Systems Analyst - Genesys Cloud & Amazon Connect

Location: Remote

Job Summary

Seeking experienced Call Center Systems Analysts with expertise inGenesys Cloud Amazon Connect and IVR technologiesto support contact center migration and digital transformation initiatives.

Required Skills & Experience


5-8 years of experience in consulting product management digital transformation or technology delivery roles focused on contact center and IVR migrations
Hands-on experience with:

Genesys Cloud
Amazon Connect
IVR technologies


Experience with contact center migrations to Genesys Cloud
Experience supporting:

Conversational AI
Chatbots
Virtual assistants
Digital self-service implementations


Familiarity with contact center platforms such as:

Genesys
NICE
Amazon Connect


Understanding of AI-enabled service capabilities including:

Agent assist
Knowledge retrieval
Automation
Intelligent routing


Understanding of healthcare domain
Strong analytical communication and collaboration skills