[Hiring] Contact Center Tech Analyst @Fidelity Life

Role Description

• Design, configure, and maintain Architect call flows and routing strategies
• Optimize skills-based routing and queue performance
• Configure and manage outbound dialer campaigns
• Build and maintain data actions to connect Genesys Cloud with Salesforce and other systems
• Support API-based integrations and troubleshoot connection issues
• Implement automation workflows to reduce manual processes
• Monitor system performance and identify optimization opportunities
• Support QA, reporting, and operational data needs
• Maintain documentation of system configurations and workflows
• Partner with business stakeholders to translate operational needs into platform solutions

Qualifications

• Genesys Cloud Platform
• Experience supporting phone-based sales environments
• Basic understanding of SQL or reporting tools
• Bachelor’s degree in Information Systems, Computer Science, or a related field (or equivalent experience)

Requirements

• 2–5+ years experience working within a contact center (preferably Genesys Cloud)
• Strong experience configuring Architect flows and routing logic
• Experience working with APIs and data actions
• Understanding of JSON and basic API troubleshooting
• Experience supporting CRM integrations (Salesforce preferred)
• Familiarity with outbound dialer configuration
• Strong analytical and problem-solving skills
• Ability to manage multiple initiatives in a fast-paced environment

Licenses + Certifications

• Certifications which focus on telephony, automation, technology integration, or customer experience

Essential Functions

• Call flows are optimized and stable
• Routing logic supports sales and retention performance
• Manual processes are automated where possible
• Integrations between Genesys and other systems run smoothly
• System adjustments directly support business growth

Benefits

• Salary Range: $64,000 - $82,000
• Medical Insurance: Choose from a variety of plans to fit your healthcare needs
• Dental Insurance: Coverage for preventive, basic, and major dental services
• Employer-Paid Vision: Comprehensive eye care coverage at no cost to you
• Employer-Paid Basic Life and AD&D Insurance: Peace of mind and additional protection
• Employer-Paid Short-Term and Long-Term Disability Insurance: Financial support in case of illness or injury
• 401(k) Plan: Save for your future with a company match to help you grow your retirement savings
• PTO and Sick Time accrue each pay period: Take time off when you need it
• Annual Bonus Program: Performance-based bonus to reward your hard work