Senior Genesys Cloud CX Functional Analyst

The Senior Genesys Cloud CX Functional Analyst will play a key role in designing, configuring, and optimizing customer interaction solutions within a large, multi-client enterprise environment. This is a hands-on functional and partially technical role that requires deep knowledge of Genesys Cloud CX, including Genesys Architect, routing, IVR, and integrations. The person in this role will act as a bridge between business requirements and system implementation, ensuring the designed solutions are both functionally sound and technically achievable.

Responsibilities:

• Analyze and translate business requirements into detailed functional and configuration specifications for Genesys Cloud CX.
• Design end-to-end customer interaction flows in Genesys Architect, including call routing, IVR logic, queues, and digital channels.
• Configure and test Cloud CX features such as user roles, routing logic, queues, wrap-up codes, and reporting views.
• Participate in system demos, testing, and user acceptance phases to validate that the implemented solution meets all requirements.
• Provide subject matter expertise (SME) on Genesys Cloud CX capabilities, limitations, and best practices.
• Document functional specifications, configuration steps, and release notes for operational and training purposes.
• Support post-deployment troubleshooting and enhancements in collaboration with technical teams.