System Analyst (Genesys)

As a System Analyst, you will be responsible for:

• Ensure the delivery of optimal results against appropriate performance metrics.

  • Incident Delivery and Responsiveness

  • Delivery on Change Request estimations

  • Customer Satisfaction Surveys

  • System Availability

• Prepare technical designs, business requirements, Knowledge Base contributions, configuration, code changes, unit test plans, and unit test results, IST and UAT results

• Assist with the completion of Transition to Operations reviews and checklists

• Evaluate and recommend the development and/or testing tools. Coordinate testing and deployment of patches and hotfixes for development and/or testing tools

• Monitor application performance and track performance trends including hardware and OS resources

• Provide expert advice on the subject area to operational and project teams as required

• Work with customers and peers to gather requirements, provide feedback, and exchange ideas

• Communicate with vendors and external support organizations for the purposes of information gathering and issue resolution

• Demonstrate a high-performance, high-discipline, safe, accountable, focused, innovative, and achievement-oriented manner of working

Minimum Requirements:

• Computer Science or Engineering degree or Computer Engineering/System Technology diploma is preferred

• Genesys cloud certification is required.

• 1-5 years of hands-on experience working with large, complex mission-critical IS applications

• Experience with System Delivery Life Cycle using one or more common programming languages

• Experience gathering business requirements from business users

• Demonstrated capability to design, develop and unit test IS solutions using one or more common programming languages

• Ability to react with urgency to troubleshoot critical issues when faced with application availability situations

• 1+ years of experience in telephony systems

• Strong technical skills in the following:

  • Telecommunications

  • Telephony

  • Genesys Cloud

  • SIP

• Demonstrated capability to learn upcoming technologies (e.g., Cloud speech-enabled IVR, Natural Language Understanding technology (NLU), Voicebots, Chatbots)

• Effective interpersonal and customer skills that will help to build and foster lasting customer relationships, and maintain inter-team and intra-team relationships

• Strong work ethic and critical thinking skills that would allow for success in a highly visible area of Information Services including high customer demands and after-hours support

• Actively strives to efficiently fulfill customer requests and complete assigned tasks with a high degree of quality.

• Seeks out and acts on opportunities to improve processes and procedures within the team and application services in general

• Understanding of Azure and its products (Dev Ops, Application Insights, Data Factory, App Services, etc.).

• Understanding of APIs and integrations using Genesys Cloud and external applications.

• Familiarity with Data Bricks and understanding of table structures, queries, and reporting.