Contact Center Systems Analyst II (Genesys Cloud CX)

Internal Job Title: Applications Analyst II

Assignment: Contact Center (Genesys)

At WelbeHealth, we serve our communities’ most vulnerable seniors through shared intention, pioneering spirit, and the courage to love. These core values and our participant-focus lead the way no matter what.

The Applications Analyst II (Assignment: Contact Center (Genesys)) focuses on the administration, configuration, optimization, and support of Genesys Cloud (formerly PureCloud) and its integrated ecosystem. This role acts as the primary liaison between contact center operations, IT, and vendor support. The Applications Analyst II will play a key strategic role in stakeholder engagement, product road mapping, and cross-functional collaboration to continuously improve the communication experience for both participants and staff. The ability to drive our strategic discussions, gather business requirements, and build scalable solutions is essential for this role.

This role is different because the Applications Analyst II at WelbeHealth:

• Owns and optimizes a mission-critical communication platform – this role will serve as the Genesys Cloud subject matter expert, driving configuration, enhancements, and performance of a system that directly impacts participant and staff experience
• Blends technical expertise with strategic partnership – this role will collaborate cross-functionally to translate business needs into scalable contact center solutions, including AI-driven capabilities and workflow automation

We care about our team members. That’s why we offer:

• Medical insurance coverage (Medical, Dental, Vision)
• Work/life balance - We mean it! 17 days of personal time off (PTO), 12 holidays observed annually, and 6 sick days
• 401K savings + match
• Comprehensive compensation package including base pay and bonus
• And additional benefits!

On the day-to-day, you will:

• Work independently to research, define, plan, and implement new Genesys Cloud CX technology projects following the guidance and prioritization of the Director of Business Applications
• Evaluate existing Genesys Cloud CX workflows and configurations used in operations, identify opportunities to streamline workflows, and leverage under-utilized functionalities
• Lead the implementation of AI voice agent capabilities within Genesys Cloud, identifying opportunities to automate routine interactions, reduce wait times, and free staff to focus on higher-complexity engagements
• Serve as a subject matter expert for the engineering team for all Genesys-related integration projects, and maintain all production and test environments for Genesys Cloud CX
• Manage the relationship with the Genesys vendor and with key stakeholders for WelbeHealth teams that utilize Genesys
• Learn and support additional enterprise applications as needed with guidance from the Director of Business Applications

Job requirements include:

• Minimum of four (4) years of experience in Contact Center (Genesys Cloud CX/Genesys PureConnect preferred) administration and/or support
• Extensive experience building and maintaining complex call flows in Genesys Cloud Architect including inbound, in-queue, and after-hours, across a range of complexities
• In-depth knowledge of contact center concepts including ACD, IVR, skills-based routing, omnichannel, and workforce management
• Strong understanding of Genesys Cloud skill configuration best practices, including skill design, assignment strategies, and ongoing maintenance to support effective routing outcomes
• Working knowledge of REST API concepts and experience using the Genesys Cloud API for configuration, reporting, or integration purposes
• Familiarity with telephony fundamentals including SIP, PSTN, and trunk configuration
• Must be comfortable with occasional travel needed for business needs
• Must be willing to work Pacific Time hours and work a varied schedule at times, which may include evenings, nights, weekends, and overtime

We are seeking an Applications Analyst II who has experience in Genesys Cloud Administration and is passionate about leveraging technology to enhance communication experiences, optimize contact center performance, and drive continuous improvement across systems and workflows. If you’re ready to join a team that values both its participants and team members, we’d love to hear from you!