Insight Global
IT Systems Analyst - Genesys Contact Center Technologies
Insight Global, Phoenix, Arizona, United States, 85003
1 day ago Be among the first 25 applicants
LOCATION:
Phoenix, AZ 85004 (Hybrid: 4-Days Onsite/Week) BENEFITS:
Annual Bonus, Medical, Dental, Vision, PTO, 401(k), Health Savings Account, Disability & Life Insurance, Tuition Assistance, Parental Leave, LTI Plan, Employee Wellness EMPLOYMENT TERMS:
Direct-Hire/Permanent SUMMARY & OVERVIEW: We are seeking a highly skilled and experienced Senior IT Systems Analyst with a strong background in Contact Center operations to join our Contact Center Transformation Program. The ideal candidate will work closely with the product owner and business stakeholders to create a charter, vision, backlog, epics, features, and more. This individual will coordinate and support new feature processes for Contact Center Operations and Technology Enablement, including migrating from legacy Cisco to Genesys Cloud and implementing core enhancements and features. Experience and knowledge of Genesys Cloud Platform and Dynamics 365 is essential to align platform capabilities with business needs. Responsibilities: Ensure alignment of platform capabilities of Genesys Cloud Platform and Dynamics 365 with business requirements. Coordinate and support new feature processes for Contact Center Operations and Technology Enablement. Collaborate with the product owner and business stakeholders to define the project charter, vision, and roadmap. Develop and maintain the product backlog, including epics, features, and user stories. Communicate effectively with technical teams and business stakeholders to ensure alignment and transparency. Provide guidance and support to the development team to ensure successful delivery of project goals. Monitor and report on project progress, risks, and issues. REQUIRED SKILLS & EXPERIENCE: 5-7+ years' experience in an IT Systems Analyst role (or similar) with experience in Contact Center technologies. Strong knowledge of Genesys Cloud Platform and Dynamics 365. Knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices. Experience with diagramming software (e.g. Lucidchart, Visio, etc.), and experience creating epics, features and user stories. Excellent communication and interpersonal skills to work effectively with business stakeholders and technical teams. Bachelor's degree in related field required. NICE-TO-HAVE EXPERIENCE: Experience in Contact Center transformation related projects preferred. Certification in relevant technologies or methodologies (e.g., Genesys Cloud, Dynamics 365, Agile/Scrum) preferred. Experience in Banking Industry preferred. Compensation: Exact compensation may vary based on several factors, including skills, experience, and education. Benefits include: -Annual bonus -Comprehensive medical, dental, vision, life insurance, and disability benefits -401(k) program -Health savings account -Tuition assistance program -Parental leave -LTI Plan -Employee wellness program Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Information Technology Industries
Banking, Financial Services, and Investment Banking Referrals increase your chances of interviewing at Insight Global by 2x Inferred from the description for this job
Medical insurance Vision insurance 401(k) Paid maternity leave Paid paternity leave Disability insurance Tuition assistance Get notified about new Information Technology System Analyst jobs in
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Phoenix, AZ 85004 (Hybrid: 4-Days Onsite/Week) BENEFITS:
Annual Bonus, Medical, Dental, Vision, PTO, 401(k), Health Savings Account, Disability & Life Insurance, Tuition Assistance, Parental Leave, LTI Plan, Employee Wellness EMPLOYMENT TERMS:
Direct-Hire/Permanent SUMMARY & OVERVIEW: We are seeking a highly skilled and experienced Senior IT Systems Analyst with a strong background in Contact Center operations to join our Contact Center Transformation Program. The ideal candidate will work closely with the product owner and business stakeholders to create a charter, vision, backlog, epics, features, and more. This individual will coordinate and support new feature processes for Contact Center Operations and Technology Enablement, including migrating from legacy Cisco to Genesys Cloud and implementing core enhancements and features. Experience and knowledge of Genesys Cloud Platform and Dynamics 365 is essential to align platform capabilities with business needs. Responsibilities: Ensure alignment of platform capabilities of Genesys Cloud Platform and Dynamics 365 with business requirements. Coordinate and support new feature processes for Contact Center Operations and Technology Enablement. Collaborate with the product owner and business stakeholders to define the project charter, vision, and roadmap. Develop and maintain the product backlog, including epics, features, and user stories. Communicate effectively with technical teams and business stakeholders to ensure alignment and transparency. Provide guidance and support to the development team to ensure successful delivery of project goals. Monitor and report on project progress, risks, and issues. REQUIRED SKILLS & EXPERIENCE: 5-7+ years' experience in an IT Systems Analyst role (or similar) with experience in Contact Center technologies. Strong knowledge of Genesys Cloud Platform and Dynamics 365. Knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices. Experience with diagramming software (e.g. Lucidchart, Visio, etc.), and experience creating epics, features and user stories. Excellent communication and interpersonal skills to work effectively with business stakeholders and technical teams. Bachelor's degree in related field required. NICE-TO-HAVE EXPERIENCE: Experience in Contact Center transformation related projects preferred. Certification in relevant technologies or methodologies (e.g., Genesys Cloud, Dynamics 365, Agile/Scrum) preferred. Experience in Banking Industry preferred. Compensation: Exact compensation may vary based on several factors, including skills, experience, and education. Benefits include: -Annual bonus -Comprehensive medical, dental, vision, life insurance, and disability benefits -401(k) program -Health savings account -Tuition assistance program -Parental leave -LTI Plan -Employee wellness program Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Information Technology Industries
Banking, Financial Services, and Investment Banking Referrals increase your chances of interviewing at Insight Global by 2x Inferred from the description for this job
Medical insurance Vision insurance 401(k) Paid maternity leave Paid paternity leave Disability insurance Tuition assistance Get notified about new Information Technology System Analyst jobs in
Phoenix, AZ . Tolleson, AZ $90,000.00-$110,000.00 16 hours ago Phoenix, AZ $38,894.07-$68,341.37 1 day ago Computer System Administrator - R102022030
Chandler, AZ $81,300.00-$187,300.00 1 day ago Tempe, AZ $90,000.00-$100,000.00 3 weeks ago Scottsdale, AZ $70,000.00-$85,000.00 1 month ago Tempe, AZ $65,000.00-$85,000.00 1 week ago Phoenix, AZ $110,000.00-$140,000.00 3 weeks ago Phoenix, AZ $80,000.00-$90,000.00 1 week ago Security Systems Specialist - Public Works (Temporary)
Phoenix, AZ $80,454.40-$118,872.00 2 days ago 2025 Fall High School Intern - IT (Mesa, AZ)
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