Senior Genesys Cloud Support Analyst

Locations: Phoenix, Dallas, or Columbus (Hybrid)

Domain: Banking

Required Skills & Experience

- 8+ years of experience in Genesys Cloud, contact center technologies, and enterprise platform support.

- Strong expertise in Genesys Cloud, including platform administration, integrations, telephony architecture, production support, incident/problem/change management, and operational monitoring.

- Experience with Genesys Cloud AI capabilities, CI/CD automation (Azure DevOps), Terraform, and CX-as-Code practices.

- Proven experience integrating Genesys Cloud with CRM and ITSM platforms such as Dynamics 365 and ServiceNow.

- Demonstrated technical leadership experience, including solution design, mentoring engineers, and leading complex cross-functional initiatives.

- Strong understanding of risk, security, compliance, and operational excellence within regulated environments; banking/financial services experience highly preferred.

Nice to Have Skills & Experience

• Genesys Cloud certifications strongly preferred.

Job Description

As a Support Analyst, you'll provide SME expertise in your respective domain as well as adjacent domains to ensure solutions are safe, secure, compliant and reliable. You'll identify development and support needs as well as take on large and complex design responsibilities supporting project tasks. You'll also engage with project and business sponsors refining operational support requirements and objectives of targeted solutions. You will facilitate dialogue and activities, and work to ensure team collaboration, including teams outside of your domain. You'll develop effective presentations and narratives for IT audiences. In this role, you'll also develop the operational support skills of one more junior engineer and may lead one engineer as the platform and operating model mature.

Your main responsibilities will be:

• Lead Genesys Cloud platform engineering and operations, providing senior-level support, incident management, root cause analysis, release coordination, and continuous improvements to platform stability, availability, and performance.
• Design, implement, and support end-to-end Genesys Cloud solutions, including architecture, integrations, automation, testing, documentation, operational readiness, security controls, disaster recovery, and transition to production support.
• Serve as the technical lead for the platform, partnering with business stakeholders and vendors to deliver scalable contact center solutions, building performance dashboards and operational reporting, reviewing technical designs, and mentoring engineers to ensure reliable, secure, and supportable outcomes.