TxDMV - Consumer Relations Division Analyst

State Classification:
Program Specialist V (1574)

To apply for this position, complete an online application through the Applicant Career Section or through Work In Texas . TxDMV does not accept paper applications.

Your application should be complete and reflect all relevant education and experience. Omission of data can be the basis for disqualification; "See Resume" is not accepted in lieu of a completed online State of Texas application. Resumes may not be submitted in lieu of a completed State of Texas employment application but may be considered as additional supplemental information. The resume must include employer name and dates of employment for relevant work experience to be considered by the hiring authority.

Applicants who require accommodation for the interview process should contact Human Resources at  when contacted to schedule an interview.

Performs complex business and systems analysis in support of the Consumer Relations Division (CRD), serving as the primary analyst for the Genesys Cloud contact center platform. Analyzes contact center operations, workflows, and system needs to optimize routing, IVR flows, queue structure, performance, automation opportunities, and platform efficiency. Work involves serving as the primary liaison between CRD, the Information Technology Services Division (ITSD), Genesys, and vendor partners for all contact center system enhancements and business requirements.

Provides coordination and advice involving the design, development, testing, implementation, and maintenance of contact center projects/programs. May train others. Works under the direction of the Division Director with moderate and high operational accountability for contact center performance, compliance, reporting, and system optimization.

• Provide advanced analysis of contact center operational needs, Genesys Cloud functionality, reporting requirements, and modernization opportunities.
• Serve as CRD’s primary business administrator for Genesys Cloud, including IVR, design, call routing, queue configuration, user role management, feature testing, and optimization.
• Develop and maintain operational dashboards to support the division’s key performance indicators (KPIs) and provide accurate performance metrics to justify staffing, technology investments, and operational changes.
• Prepare and present reports, documentation, and recommendations to management and stakeholders, ensuring alignment, accountability, and shared understanding across teams.
• Work with the business to identify business-related requirements and process workflows.
• Ensure the scope and desired results of business analysis deliverables are clearly understood by management, stakeholders, and team members.
• Identify potential risks likely to affect operations; explain causes and measures impact on resources, and design strategies to mitigate or avoid them.
• Coordinate and/or participate in user acceptance testing and testing of new system functionality.
• Conduct tests and inspections of services or processes to evaluate quality or performance.
• Lead CRD’s train‑the‑trainer efforts for new Genesys features, releases, and system enhancements.
• May travel up to 15% of the time. Involves overnight travel. Travels by plane and/or car.
• May require working extended hours and some evenings and weekends, as needed.
• Required to attend work regularly and adhere to approved work hours in accordance with department policies and procedures.
• Perform other job‑related duties as assigned.

• Knowledge of contact center operations, Genesys Cloud system, reporting, and multi‑channel communication systems.
• Skill in effective written and verbal communication to convey information in a clear and concise manner.
• Skill in business analysis methodologies; in analyzing and evaluating complex information technology applications, policies, and issues; and in developing creative and workable solutions to complex problems and issues.
• Ability to exercise sound judgment in making critical decisions; to analyze complex information and develop plans; to interpret complex data; to communicate…