Senior Genesys Cloud CX Functional Analyst

The Senior Genesys Cloud CX Functional Analyst will play a key role in designing, configuring, and optimizing customer interaction solutions within a large, multi-client enterprise environment. This is a hands-on functional and partially technical role that requires deep knowledge of Genesys Cloud CX, including Genesys Architect, routing, IVR, and integrations. The person in this role will act as a bridge between business requirements and system implementation, ensuring the designed solutions are both functionally sound and technically achievable. Responsibilities: Analyze and translate business requirements into detailed functional and configuration specifications for Genesys Cloud CX. Design end-to-end customer interaction flows in Genesys Architect, including call routing, IVR logic, queues, and digital channels. Configure and test Cloud CX features such as user roles, routing logic, queues, wrap-up codes, and reporting views. Participate in system demos, testing, and user acceptance phases to validate that the implemented solution meets all requirements. Provide subject matter expertise (SME) on Genesys Cloud CX capabilities, limitations, and best practices. Document functional specifications, configuration steps, and release notes for operational and training purposes. Support post-deployment troubleshooting and enhancements in collaboration with technical teams.