Analyst - Genesys Cloud

P1 - Analyst - Genesys Cloud

Job Description Summary:

The Analyst is responsible for designing, developing, Integrating, implementing, and supporting applications, systems, and IT products with Genesys- Pure Connect platform. The Analyst is an expert at working in all layers of an application and guiding and building a team of engineers.

What Software Engineering contributes to Cardinal Health:

• Demonstrates knowledge of software development techniques and fluency in software languages and application programming interfaces.
• Demonstrates general understanding of hardware/software platforms including but not limited to operating systems, databases, application servers, web servers and integration technologies.
• Plans and executes system implementations that ensure success and minimize risk of system outages or other negative production impacts.
• Demonstrates problem solving ability that allows for effective and timely resolution of system issues including but not limited to production outages.
• Analyzes production system operations using tools such as monitoring, capacity analysis and outage root cause analysis to identify and drive change that ensures continuous improvement in system stability and performance.
• Demonstrates knowledge of software development, life cycle, modeling of business processes, application design patterns, business/functional documents. Estimates to high level business requirements and provide options analysis.
• Applies advanced knowledge and understanding of concepts, principles, and technical capabilities to manage a wide variety of projects

Position Accountabilities:

• Responsible for call flow development in the Genesys Cloud Platform
• Understanding of core CIC architecture, switchover processes, upgrade procedures 
• Ability to design and implement interaction flows in Interaction Attendant  
• Ability to design and implement customizations in Interaction Designer
• Design and build interactive, personalized, and self-service IVR's to improve member engagement and experience 
• Develop system integrations between Genesys Cloud and other platforms used for member and health management
• Work with leadership and other teams (Data, WFM, Telecoms, Call Center, etc.) to prioritize business needs 
• Help support daily operations related to Genesys Cloud  and Interaction Dialer  
• Expected to Support Projects, Build Enhancements and Run support.
• Expected to work on 24x7 Run Support in the Shift assigned.

Qualifications

• Bachelor's Degree in related field or equivalent work experience and 1-3 years' experience in IT Development projects
• Experience with-Genesys Cloud  Platform
• Working knowledge of three or more technologies preferred
• Self-starter, and love to solve problems through technology
• Strong troubleshooting instincts and ability to learn new technologies
• Strong interpersonal and communication skills, a good work ethic

Technical Accountabilities:

• Demonstrated ability to BUILD with the following:

• Genesys Cloud or PureConnect Architecture (Administrator, Genesys Attendant, and Genesys Designer)
• Creating, modifying, debugging complex handlers or Pure Engage equivalent
• Programing skills: SOAP, Web Services, Python, JavaScript, batch files, or similar
• Genesys Cloud or PureConnect (Interactive Intelligence CIC) or Genesys Engage certifications preferred

• SQL server - proficient with Genesys PureConnect Reporting structure preferred (Pure Connect Data Dictionary and meaning/purposes of tables)
  • Experience with SQL and SQL Server concepts (stored procedures, SQL Agent Jobs, SSIS, views, indexing)
  • Advanced data analytics is a plus, especially with the Pure Connect tables and historical data

• Experience with handler development related to call handling, config automation, system integrations, etc. 
• Experience with handler development related to call handling, config automation, system integrations, etc.
• Experience supporting call center operations and technology (reporting, dialers, IVR, ACD, WFM)
• Certified on the Genesys PureConnect (Interactive Intelligence CIC) system
• Interaction Center/Dialer Certified Engineer + Interaction Center Core Specialist
• Interaction Center Handler Developer
• Experience working with voice-related technologies including Nuance TTS & ASR, NLP, and VoiceXML
• Programming experience including IceLib and ICWS
• Web - Related experience including HTML, CSS, JavaScript, and Marquee
• Experience with systems integrations including Salesforce or others
• Google Cloud computing, Knowledge of the GCP suite & Developer Certifications preferred

What else is expected of you and others at this level

• Participates in the development of policies and procedures to achieve specific goals
• Recommends new practices, processes, metrics, or models
• Projects may have significant and long-term impact
• Provides solutions which may set precedent
• Independently determines method for completion of new projects
• Receives guidance on overall project objectives

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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