WelbeHealth - Contact Center Systems Analyst II (Genesys Cloud CX)
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Requirements
• Minimum of four (4) years of experience in Contact Center (Genesys Cloud CX/Genesys PureConnect preferred) administration and/or support • Extensive experience building and maintaining complex call flows in Genesys Cloud Architect including inbound, in-queue, and after-hours, across a range of complexities • In-depth knowledge of contact center concepts including ACD, IVR, skills-based routing, omnichannel, and workforce management • Strong understanding of Genesys Cloud skill configuration best practices, including skill design, assignment strategies, and ongoing maintenance to support effective routing outcomes • Working knowledge of REST API concepts and experience using the Genesys Cloud API for configuration, reporting, or integration purposes • Familiarity with telephony fundamentals including SIP, PSTN, and trunk configuration • Must be comfortable with occasional travel needed for business needs • Must be willing to work Pacific Time hours and work a varied schedule at times, which may include evenings, nights, weekends, and overtime • We are seeking an Applications Analyst II who has experience in Genesys Cloud Administration and is passionate about leveraging technology to enhance communication experiences, optimize contact center performance, and drive continuous improvement across systems and workflows. If you’re ready to join a team that values both its participants and team members, we’d love to hear from you! • Compensation consists of base salary plus bonus. WelbeHealth offers a competitive total rewards package that includes a 401(k) match, comprehensive healthcare coverage, and a broad range of additional benefits. Actual compensation will be determined based on experience and relevant qualifications.
Responsibilities
• Work independently to research, define, plan, and implement new Genesys Cloud CX technology projects following the guidance and prioritization of the Director of Business Applications • Evaluate existing Genesys Cloud CX workflows and configurations used in operations, identify opportunities to streamline workflows, and leverage under-utilized functionalities • Lead the implementation of AI voice agent capabilities within Genesys Cloud, identifying opportunities to automate routine interactions, reduce wait times, and free staff to focus on higher-complexity engagements • Serve as a subject matter expert for the engineering team for all Genesys-related integration projects, and maintain all production and test environments for Genesys Cloud CX • Manage the relationship with the Genesys vendor and with key stakeholders for WelbeHealth teams that utilize Genesys • Learn and support additional enterprise applications as needed with guidance from the Director of Business Applications
Benefits
• $39.46—$52.09 USD • COVID-19 Vaccination Policy • At WelbeHealth, our mission is to unlock the full potential of our vulnerable seniors. In this spirit, please note that we have a vaccination policy for all our employees and proof of vaccination, or a vaccine declination form will be required prior to employment. WelbeHealth maintains required infection control and PPE standards and has requirements relevant to all team members regarding vaccinations. • Our Commitment to Diversity, Equity and Inclusion
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