IT System Analyst, Genesys
American Equity - West Des Moines
Work at American Equity
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Overview
Join to apply for the IT System Analyst, Genesys role at American Equity . This position is based in West Des Moines and involves a hybrid onsite schedule. Job Overview The Genesys Analyst is responsible for implementing and managing Genesys Cloud CX within American Equity, including integrations with other contact center tools. This role supports organizational productivity by addressing business requirements and optimizing the use of Genesys capabilities. Key Responsibilities Lead development and deployment of omnichannel communication flows (IVR, Chat, Chatbot, Email) within Genesys Cloud Architect. Coordinate deployment of additional Genesys modules such as Voice-of-Customer surveys and Knowledge Center. Analyze business needs, estimate timelines, document designs, configure systems, and support deployment. Collaborate with API and Data Engineering teams to ensure effective data integration using REST APIs. Maintain and troubleshoot the Genesys platform, ensure high availability, and apply site reliability engineering practices. Perform other duties as assigned by leadership. Qualifications Bachelor’s degree in CS, MIS, IT, or related field plus 5 years of relevant experience, or equivalent. Hands-on experience with Genesys Cloud CX Architect and AI technologies. Experience with software development, source control (GitHub), and Genesys Terraform/CX as Code. Knowledge of RESTful APIs, authentication methods, and Agile methodologies (preferred). Certifications Required: Genesys Cloud CX: Developer Certification (GCX-GCD). Preferred: Various Genesys certifications including Professional, Architect, AI, and Digital Bots & Knowledge. Skills Deep knowledge of Genesys Cloud CX features and architecture. Strong troubleshooting and stakeholder management skills. Excellent communication and problem-solving abilities. This description is not exhaustive and may include additional duties as assigned. All requirements are subject to modification to accommodate individuals with disabilities. #J-18808-Ljbffr