Genesys Cloud Systems Analyst

Post Date

Jul 28, 2025

Location

Phoenix,
Arizona

ZIP/Postal Code

85004
US
Oct 01, 2025 Insight Global

Job Type

Perm

Category

Business Analyst (BA)

Req #

PHX-798350

Pay Rate

$115k - $120k (estimate)

Job Description

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 inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, 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 Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

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Required Skills & Experience

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

Nice to Have Skills & Experience

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.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.