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Call Center Systems Analyst

CirrusLabs

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
Vacancy posted 5 days ago
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