Call Center Systems Analyst – Genesys Cloud & Amazon Connect

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Visa: USC

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