American Equity
We are hiring an
IT System Analyst, Genesys
at
American Equity . American Equity is a leading provider of annuity products helping customers plan for retirement. Located in West Des Moines, IA, we have satellite offices in Charlotte, NC and New York, NY. General Purpose Of The Job
The Genesys Analyst leads the implementation of Genesys Cloud CX within American Equity, overseeing integration with contact center tools and ensuring the solution maximizes productivity across teams. Essential Duties And Responsibilities
Lead development and deployment of omnichannel flows (IVR, Chat, Chatbot, email) within Genesys Cloud Architect and drive the implementation of other Genesys modules (Voice‑of‑Customer surveys, Knowledge Center). Analyze business requirements, provide time estimates, document designs, perform system configuration, development, and support production deployment. Collaborate with API and Data Engineering teams to ensure rich data integration using approved REST APIs. Troubleshoot, maintain, upgrade, and proactively resolve issues with Genesys and related applications, applying SRE best practices for high availability. Perform additional duties as assigned by leadership. Work onsite in West Des Moines following company schedule. Education And/Or Experience
Bachelor’s degree in CS, MIS, IT, or related field combined with five (5) years of progressively responsible technical experience (or equivalent education/experience). Hands‑on experience with Genesys Cloud CX Architect for IVR and AI technologies. Software development experience with source‑code control (GitHub) and Genesys Terraform/CX as Code. Design, development, and support experience with Genesys Cloud CX capabilities (call recording, transcripts, Knowledge Center, Voice‑of‑Customer surveys, reporting). Experience consuming RESTful APIs and understanding authentication (OAuth, SAML). Preferred experience in an Agile environment. Certificates, Licenses, Professional Designations
Required:
Genesys Cloud CX: Developer Certification [GCX‑GCD] Preferred: Genesys Cloud CX: Professional Certification [GC‑GCP] Genesys Cloud CX: Architect Certification [GCX‑ARC] Genesys Cloud CX: AI – GPE & GPR Certification [GCX‑AI‑GPE] Genesys Cloud CX: AI – Digital Bots & Knowledge Certification [GC‑AI‑DB] Knowledge, Skills And Abilities
Deep knowledge of Genesys Cloud CX capabilities and architecture. Strong troubleshooting skills for telephony integration (media, CTI, call events). Broad IT operational knowledge (architecture, data management, operations, security, business analysis). Strong customer service and stakeholder management orientation. Effective verbal and written communication. Collaboration abilities with internal teams, customers, and third parties. Risk assessment and problem‑solving aptitude. Ability to present information and respond to questions. Capacity to define problems, collect data, and draw conclusions. Ability to work under pressure and meet deadlines in fast‑paced environments. Seniority Level
Mid‑Senior level Employment Type
Full‑time Job Function
Information Technology Location
West Des Moines, IA Company Values
American Equity’s core values are
E mpowered,
P assion,
I ntegrity, and
C aring. These guide how we support one another and serve our clients.
#J-18808-Ljbffr
IT System Analyst, Genesys
at
American Equity . American Equity is a leading provider of annuity products helping customers plan for retirement. Located in West Des Moines, IA, we have satellite offices in Charlotte, NC and New York, NY. General Purpose Of The Job
The Genesys Analyst leads the implementation of Genesys Cloud CX within American Equity, overseeing integration with contact center tools and ensuring the solution maximizes productivity across teams. Essential Duties And Responsibilities
Lead development and deployment of omnichannel flows (IVR, Chat, Chatbot, email) within Genesys Cloud Architect and drive the implementation of other Genesys modules (Voice‑of‑Customer surveys, Knowledge Center). Analyze business requirements, provide time estimates, document designs, perform system configuration, development, and support production deployment. Collaborate with API and Data Engineering teams to ensure rich data integration using approved REST APIs. Troubleshoot, maintain, upgrade, and proactively resolve issues with Genesys and related applications, applying SRE best practices for high availability. Perform additional duties as assigned by leadership. Work onsite in West Des Moines following company schedule. Education And/Or Experience
Bachelor’s degree in CS, MIS, IT, or related field combined with five (5) years of progressively responsible technical experience (or equivalent education/experience). Hands‑on experience with Genesys Cloud CX Architect for IVR and AI technologies. Software development experience with source‑code control (GitHub) and Genesys Terraform/CX as Code. Design, development, and support experience with Genesys Cloud CX capabilities (call recording, transcripts, Knowledge Center, Voice‑of‑Customer surveys, reporting). Experience consuming RESTful APIs and understanding authentication (OAuth, SAML). Preferred experience in an Agile environment. Certificates, Licenses, Professional Designations
Required:
Genesys Cloud CX: Developer Certification [GCX‑GCD] Preferred: Genesys Cloud CX: Professional Certification [GC‑GCP] Genesys Cloud CX: Architect Certification [GCX‑ARC] Genesys Cloud CX: AI – GPE & GPR Certification [GCX‑AI‑GPE] Genesys Cloud CX: AI – Digital Bots & Knowledge Certification [GC‑AI‑DB] Knowledge, Skills And Abilities
Deep knowledge of Genesys Cloud CX capabilities and architecture. Strong troubleshooting skills for telephony integration (media, CTI, call events). Broad IT operational knowledge (architecture, data management, operations, security, business analysis). Strong customer service and stakeholder management orientation. Effective verbal and written communication. Collaboration abilities with internal teams, customers, and third parties. Risk assessment and problem‑solving aptitude. Ability to present information and respond to questions. Capacity to define problems, collect data, and draw conclusions. Ability to work under pressure and meet deadlines in fast‑paced environments. Seniority Level
Mid‑Senior level Employment Type
Full‑time Job Function
Information Technology Location
West Des Moines, IA Company Values
American Equity’s core values are
E mpowered,
P assion,
I ntegrity, and
C aring. These guide how we support one another and serve our clients.
#J-18808-Ljbffr