Sr. IT Application Analyst - Genesys Cloud Platform

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We are seeking a highly skilled Sr. IT Application Analyst to manage our Genesys cloud platform for our contact center operations. The ideal candidate will be responsible for ensuring reliable 24/7 operations while exploring innovative solutions to enhance our contact center efficiency. The successful candidate will play a crucial role in maintaining and improving our contact center operations, driving innovation, and ensuring seamless communication between IT and business partners. If you are passionate about leveraging technology to enhance customer service operations and thrive in a dynamic environment, we encourage you to apply for this exciting opportunity.

Key Responsibilities:

• Manage and maintain the Genesys cloud platform to ensure seamless contact center operations

• Collaborate with internal teammates and external teams, including vendors, to troubleshoot and resolve issues

• Develop comprehensive technical job aids to support team members and improve operational efficiency

• Identify and implement technological efficiencies to optimize contact center performance

• Communicate changes and updates to IT leaders and business partners effectively

• Plan and execute deployments of new features and updates to the Genesys cloud platform

• Support business partners in developing a strategic roadmap for contact center technology

• Ensure 24/7 reliability of the contact center platform

• Bachelors degree in Computer Science or Other Related Degree

• Minimum 4 years related work experience

• In lieu of Bachelors degree(s) AND 4 year(s) related work experience listed above, High School/GED AND 8 year(s) related work experience

Desired Qualifications:

• Extensive experience with Genesys cloud platform and contact center operations

• Strong troubleshooting and problem-solving skills

• Excellent communication skills, both written and verbal

• Ability to work collaboratively in a team environment

• Experience in developing technical documentation and job aids

• Knowledge of contact center technologies and industry best practices

• Familiarity with project management methodologies

• Desired qualification: Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)

• Expert coding skills in 1 or more of Duke Energy standard languages

• Demonstrated success in complex problem solving and an understanding of quality delivery

• Demonstrated ability to work with others having differing priorities/views/goals than your own; to meet your goals

• Understand and lead others in use of System Development Life Cycle (SDLC).

• Effective communication skills

• Experience with schema/database design, Enterprise Standards and Process Adherence

• Four years coding/programming, trouble-shooting, problem-solving, logical design, SQL coding, Business Requirements analysis, vendor management, root cause analysis

• Virtual Mobility Classification - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to a Duke Energy facility.

Travel Requirements

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