Sr. Systems Analyst(Genesys) to support with technical expertise and application support for major projects

Our client is looking for a Sr. Systems Analyst to support with technical expertise and application support for major projects.

Overview:

System Analyst with experience with CIS (Customer Interaction Center) whom will be accountable for completing System Analyst tasks, providing technical expertise to the team, configuration and performance of the CIC and application support. This includes ensuring operational requirements for ad-hoc support, ticket support, enhancements, projects, and initiatives, being a resource for major capital projects and administrative work

Must Have's:

• 5+ years of experience as a Systems Analyst
• Genesys cloud certification
• Experience working with large, complex mission-critical IS applications
• 1+ years of experience in Telephony systems
• Experience with System Delivery Life Cycle using one or more common programming languages
• Demonstrated capability to design, develop and unit test IS solutions using one or more common programming languages
• Demonstrated capability to learn upcoming technologies (eg. Cloud speech enabled IVR, Natural Language Understanding technology (NLU), Voicebots, Chatbots)

Nice to Have's:

• Computer-related certifications such as Telephony, SIP, CCNA, and Microsoft certifications
• Computer Science or Engineering degree or Computer Engineering/System Technology diploma
• Azure and its products (Dev Ops, Application Insights, Data Factory, App Services, etc.).
• API's and integrations using Genesys cloud and external applications.
• Familiarity with Data Bricks and understanding of table structures, queries and reporting

Responsibilities:

• Ensure the delivery of optimal results against appropriate performance metrics.
• Incident Delivery and Responsiveness
• Delivery on Change Request estimations
• Customer Satisfaction Surveys
• System Availability
• Prepare technical designs, business requirements, Knowledge Base contributions, configuration, code changes, unit test plans, and unit test results, IST and UAT results
• Assist with the completion of Transition to Operations reviews and checklists
• Evaluate and recommend the development and/or testing tools. Coordinate testing and deployment of patches and hotfixes for development and/or testing tools
• Monitor application performance and track performance trends including hardware and OS resources
• Provide Expert advice on the subject area to Operational and Project teams as required
• Work with customers and peers the gathering requirements, provide feedback, and exchange ideas
• Communicate with vendors and external support organizations for the purposes of information gathering and issue resolution
• Demonstrate a high performance, high discipline, safe, accountable, focused, innovative and achievement-oriented, easy to do business with the manner of working