Call Center Systems Analyst

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