Job Description

Genesys Cloud CX Analyst

Unlock the Future of Customer Engagement
We're seeking a talented Genesys Cloud CX Analyst to lead the development, integration, and optimization of our next-generation contact center platform. In this pivotal role, you’ll design and implement cutting-edge omnichannel experiences using Genesys Cloud CX—helping to transform the way we connect with our customers across voice, chat, email, and more.

If you're a Genesys expert with a passion for customer experience, system architecture, and agile delivery—this is your opportunity to make a strategic impact on a rapidly evolving tech landscape.

What You’ll Do

• Lead the design and deployment of omnichannel contact flows (IVR, Chat, Chatbot, Email) using Genesys Cloud Architect.

• Implement key CX modules including Voice-of-Customer Surveys and Knowledge Center, collaborating across IT teams and external vendors.

• Analyze business needs, estimate work, document designs, and deliver robust Genesys configurations and enhancements.

• Partner with API and Data Engineering teams to ensure seamless data integration using REST APIs and secure authentication protocols (OAuth, SAML).

• Troubleshoot and maintain Genesys environments while applying Site Reliability Engineering (SRE) principles to maintain high availability and platform stability.

• Champion agile methodologies, DevOps practices, and continuous improvement of the CX ecosystem.

What You Bring

• Bachelor’s degree in Computer Science, Information Systems, or related field—or equivalent experience.

• 5+ years of experience in technical roles with hands-on expertise in Genesys Cloud CX.

• Proven experience building and managing IVRs in Genesys Cloud Architect.

• Development experience including GitHub, Genesys Terraform/CX as Code, and working in Agile environments.

• Strong knowledge of CX features like call recording, chat transcripts, surveys, and Knowledge Center.

• Comfortable working with APIs, data integrations, and complex authentication methods.

Preferred Certifications

• Required: Genesys Cloud CX: Developer [GCX-GCD]

• Nice to Have:

  • Genesys Cloud CX: Professional [GCX-GCP]

  • Genesys Cloud CX: Architect [GCX-ARC]

  • Genesys AI Certifications (GPE, GPR, Digital Bots, Knowledge)

You’ll Excel If You Are

• A proactive problem solver with deep Genesys Cloud knowledge.

• A skilled communicator who can translate technical details into clear business value.

• Comfortable working cross-functionally to drive platform enhancements and ensure exceptional customer experience.

• Focused on results, system reliability, and delivering scalable, secure, and high-performing solutions.

Ready to power the next evolution of digital engagement?
Apply now to join a forward-thinking team where your expertise in Genesys Cloud CX will shape the future of customer experience.