Genesys Cloud Systems Analyst

We are looking for an experienced Senior IT Systems Analyst with deep expertise in Contact Center operations to support our Contact Center Transformation Program. This role will collaborate closely with the product owner and key business stakeholders to define the programs charter, vision, backlog, epics, features, and more. The analyst will play a key role in coordinating and supporting the implementation of new features across Contact Center Operations and Technology Enablement. A strong working knowledge of Genesys Cloud Platform and Microsoft Dynamics 365 is essential to ensure alignment between platform capabilities and business objectives.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity / affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and / or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal. com. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy : .

Experience in Contact Center transformation related projects preferred.

Certification in relevant technologies or methodologies (e. g., Genesys Cloud, Dynamics 365, Agile / Scrum) preferred.

Experience in Banking Industry preferred.

7+ years' experience in a Business Systems Analyst role.

Bachelor's degree in related field required.

Proven experience as a Senior IT Systems Analyst or similar role in Contact Center operations.

Strong knowledge of Genesys Cloud Platform and Dynamics 365.

Experience working in Microsoft Office & relevant Diagramming Software (e. g. Lucid, Visio, etc.), as well as technical aptitude & experience within a specific domain.

Proven experience in Agile / Scrum environment