EXTRAORDINARY BENEFITS:
- Medical, dental, and vision insurance
- Short Term & Long-Term Disability Benefits
- Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses
- Employee and Dependent Life Insurance
- 401(k) Retirement Plan with 100% match on the first 5% contributed by you
- Paid Leave
- 11 Paid Holidays
- Tuition Reimbursement
- Competitive Scholarships
- EAP (Employee Assistance Program)
WE CURRENTLY DO NOT SPONSOR WORK RELATED VISAS
Position: Systems Analyst - Unified Communications Admin
Department: Enterprise Applications
Reports to: Systems Analyst Team Lead
FLSA: Exempt
SUMMARY
The Systems Analyst – Unified Communications Admin is responsible for the configuration, ongoing support, and enhancement of the Genesys Cloud CX platform and integrated business applications, including TTEC Smart Apps. This position works in close partnership with Product Management to drive platform improvements, integrations, and member experience enhancements. Together, they collaborate with IT, business units, and vendors to align technology solutions with business goals and operational needs.
SUPERVISORY RESPONSIBILITIES
None
ESSENTIAL FUNCTIONS
- Collaborate with Product Management on architectural assessments, platform design considerations, and evaluation of Genesys Cloud CX and TTEC Smart Apps solutions.
- Configure and maintain Genesys Cloud features—including IVRs, call flows, queue routing, permissions, and user roles—according to jointly defined priorities and initiatives.
- Co-lead the implementation of new feature enhancements, integrations, and updates, sharing responsibilities for planning and execution.
- Ensure platform compliance with security, regulatory, and enterprise standards by working together to address audit requirements, technical controls, and operational practices.
- Work with business units to gather requirements, analyze needs, and recommend platform enhancements in alignment with shared goals.
- Troubleshoot and resolve incidents collaboratively, jointly escalating complex issues to technical leadership as needed, and participate in business continuity and disaster recovery planning.
- Share responsibility for ongoing platform monitoring, patching, and upgrading activities based on a collaboratively developed maintenance schedule.
- Partner with reporting specialists and data analysts to design dashboards and operational data visualizations that support strategic and tactical decision-making.
- Participate in user acceptance, release testing, and documentation efforts to maintain platform integrity and support organizational training efforts.
- Engage with Training, QA, and business process owners to assess workflows, recommend optimizations, and create documentation as partners.
- Support vendor due diligence, contract management, and licensing activities as a collaborative effort.
- Perform application support duties for integrated systems (such as CRM, WFM, and other financial technologies), addressing integration issues jointly and leveraging each other's expertise as needed.
Other Duties and Responsibilities:
- Assist in training of new team members
- Provides back-up for team members where needed.
- Other duties as assigned
KNOWLEDGE & SKILLS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Education:
- Equivalent to a college degree (BS or BA in a relevant field).
Experience and Other Requirements:
- 3+ years of experience administering or supporting Genesys Cloud CX or similar CCaaS platform.
- 1–3 years of experience in application support within a financial institution (e.g., core, CRM, check imaging).
- Experience with system configuration, vendor management, and release/change control processes.
- Prefer experience with Jack Henry technologies, specifically Symitar Episys.
Technical Skills
- Working knowledge of Genesys Cloud CX administration, APIs, and integrations; familiarity with TTEC Smart Apps.
- Ability to implement and maintain IVRs, workforce engagement tools, digital channels, and chatbot functions in a collaborative environment.
- General understanding of cloud infrastructure, security protocols, and compliance requirements.
- Proficiency in creating basic system reports and supporting data analysis for business units.
Interpersonal Skills
Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
Certificates, Licenses and Registrations:
Genesys Cloud certifications preferred
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the individual is regularly required to sit, kneel, crouch, stoop; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The individual is frequently required to stand and walk. The individual is frequently required to be able to lift and move up to 10 pounds.
WORK ENVIRONMENT
The work environmental characteristics described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Extensive use of personal computers is required. The noise level in the work environment is usually that of a normal office environment.
DECLARATION
The Human Resources Department retains the sole rights and discretion to make changes to this job description.
#HPIND
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
