Systems Analyst - Unified Communication Admin

Position: Systems Analyst - Unified Communication Admin 4969

EXTRAORDINARY BENEFITS

• Medical, dental, and vision insurance
• Short Term & Long-Term Disability Benefits
• Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses
• Employee and Dependent Life Insurance
• 401(k) Retirement Plan with 100% match on the first 5% contributed by you
• Paid Leave
• 11 Paid Holidays
• Tuition Reimbursement
• Competitive Scholarships
• EAP (Employee Assistance Program)

WE CURRENTLY DO NOT SPONSOR WORK RELATED VISAS Position:
Systems Analyst - Unified Communications Admin Department:
Enterprise Applications

Reports to:

Systems Analyst Team Lead FLSA:
Exempt Grade: IT 600 SUMMARY

The Systems Analyst – Unified Communications Admin is responsible for the configuration, ongoing support, and enhancement of the Genesys Cloud CX platform and integrated business applications, including TTEC Smart Apps. This position works in close partnership with Product Management to drive platform improvements, integrations, and member experience enhancements. Together, they collaborate with IT, business units, and vendors to align technology solutions with business goals and operational needs.

SUPERVISORY RESPONSIBILITIES

None

ESSENTIAL FUNCTIONS

• Collaborate with Product Management on architectural assessments, platform design considerations, and evaluation of Genesys Cloud CX and TTEC Smart Apps solutions.
• Configure and maintain Genesys Cloud features—including IVRs, call flows, queue routing, permissions, and user roles—according to jointly defined priorities and initiatives.
• Co-lead the implementation of new feature enhancements, integrations, and updates, sharing responsibilities for planning and execution.
• Ensure platform compliance with security, regulatory, and enterprise standards by working together to address audit requirements, technical controls, and operational practices.
• Work with business units to gather requirements, analyze needs, and recommend platform enhancements in alignment with shared goals.
• Troubleshoot and resolve incidents collaboratively, jointly escalating complex issues to technical leadership as needed, and participate in business continuity and disaster recovery planning.
• Share responsibility for ongoing platform monitoring, patching, and upgrading activities based on a collaboratively developed maintenance schedule.
• Partner with reporting specialists and data analysts to design dashboards and operational data visualizations that support strategic and tactical decision-making.
• Participate in user acceptance, release testing, and documentation efforts to maintain platform integrity and support organizational training efforts.
• Engage with Training, QA, and business process owners to assess workflows, recommend optimizations, and create documentation as partners.
• Support vendor due diligence, contract management, and licensing activities as a collaborative effort.
• Perform application support duties for integrated systems (such as CRM, WFM, and other financial technologies), addressing integration issues jointly and leveraging each other's expertise as needed.

Other Duties and Responsibilities

• Assist in training of new team members
• Provides back-up for team members where needed.
• Other duties as assigned

KNOWLEDGE & SKILLS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education

• Equivalent to a college degree (BS or BA in a relevant field).

Experience and Other Requirements

• 3+ years of experience administering or supporting Genesys Cloud CX or similar CCaaS platform.
• 1–3 years of experience in application support within a financial institution (e.g., core, CRM, check imaging).
• Experience with system configuration, vendor management, and release/change control processes.
• Prefer experience with Jack Henry technologies, specifically Symitar Episys.

Technical Skills

• Working knowledge of Genesys Cloud CX administration, APIs, and integrations; familiarity with TTEC Smart Apps.
• Ability to implement and maintain IVRs, workforce…