Analysis Skills, Artificial Intelligence (AI), Automation, Call Centers, Cloud Computing, Communication Skills, Consulting, Conversation Engine, Genesys Solutions, Healthcare, Information Retrieval, Product Management, Systems Analysis, Team Player, Technical Delivery, Technical Support, Voice Response Systems
Job Title: Call Center Systems Analyst – Genesys Cloud & Amazon Connect
Location: Hybrid – Atlanta, GA / Richmond, VA / Connecticut / Norfolk, VA
Job Summary
Seeking experienced Call Center Systems Analysts with expertise in Genesys Cloud, Amazon Connect, and IVR technologies to support contact center migration and digital transformation initiatives.
Required Skills & Experience
- 5–8 years of experience in consulting, product management, digital transformation, or technology delivery roles focused on contact center and IVR migrations
- Hands-on experience with:
- Genesys Cloud
- Amazon Connect
- IVR technologies
- Experience with contact center migrations to Genesys Cloud
- Experience supporting:
- Conversational AI
- Chatbots
- Virtual assistants
- Digital self-service implementations
- Familiarity with contact center platforms such as:
- Genesys
- NICE
- Amazon Connect
- Understanding of AI-enabled service capabilities including:
- Agent assist
- Knowledge retrieval
- Automation
- Intelligent routing
- Understanding of healthcare domain
- Strong analytical, communication, and collaboration skills