Genesys Cloud Lead Analyst

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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

• 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 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.