Contact Center Systems Analyst II (Genesys Cloud CX)

About the Role: At WelbeHealth, we serve our communities' most vulnerable seniors. The Applications Analyst II (Contact Center) focuses on the administration, configuration, optimization, and support of Genesys Cloud CX and its integrated ecosystem. You will act as the primary liaison between contact center operations, IT, and vendor support to continuously improve the communication experience for both participants and staff.

What You'll Do

• Work independently to research, plan, and implement new Genesys Cloud CX technology projects.
• Evaluate existing workflows, identify optimization opportunities, and maintain complex call flows in Genesys Cloud Architect.
• Lead the implementation of AI voice agent capabilities to automate routine interactions and reduce wait times.
• Serve as a subject matter expert for engineering integration projects and maintain all production and test environments.
• Manage vendor relationships and support additional enterprise applications as needed.

What You Bring

• Minimum of four (4) years of experience in Contact Center (Genesys Cloud CX/Genesys PureConnect preferred) administration and/or support.
• In-depth knowledge of contact center concepts including ACD, IVR, omnichannel, and workforce management.
• Working knowledge of REST API concepts and experience using the Genesys Cloud API for configuration or integration.
• Familiarity with telephony fundamentals including SIP, PSTN, and trunk configuration.
• Willingness to work Pacific Time hours and a varied schedule as needed.

Benefits

• Competitive pay ranging from $39.46 to $52.09 USD per hour, plus bonus opportunities.
• Comprehensive medical, dental, and vision insurance coverage.
• Excellent work/life balance with 17 days of PTO, 12 observed holidays, and 6 sick days annually.
• 401K savings plan with company match.
• Fully remote work flexibility within California, USA.