IT System Analyst, Genesys

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.

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.

• 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.

• 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 (Git Hub) 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.

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]

• 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.

Mid‑Senior level

Full‑time

Information Technology

West Des Moines, IA

American Equity’s core values are Empowered, Passion, Integrity, and Caring. These guide how we support one another and serve our clients.