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 4 days ago
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