Genesys Systems Analyst - Remote Eligible

Position: Genesys Application Systems Analyst - Remote Eligible

Overview

Build your Career. Make a Difference. Presbyterian is hiring a skilled Genesys Application Systems Analyst. Are you ready to use your technical expertise to improve lives across New Mexico? We’re seeking a talented Genesys Analyst to join our team, supporting mission‑critical contact center operations for a leading healthcare organization.

Location

9521 San Mateo NE, Albuquerque, New Mexico 87113‑2237, United States of America

Compensation

Minimum

Offer:

$83,366.40 – Maximum

Offer:

$

Employment Type

Full time, exempt position. Job is based at Reverend Hugh Cooper Administrative Center.

Hybrid / Remote

Hybrid:
In‑office expected for individuals within 60 miles of Albuquerque every Tuesday, Wednesday, Thursday.
Remote:
Open to remote applicants in the United States, except for California, Illinois, North Dakota, New York, Ohio, Washington, and Wyoming.

Responsibilities

• Define system scope and objectives based on user needs, implement and support Genesys Cloud solutions for our enterprise contact center environment.
• Mentor other system analysts.
• Analyze business requirements and translate them into effective system configurations, integrations and enhancements.
• Collaborate with users, technical teams, and stakeholders to optimize contact center workflows.
• Troubleshoot, test and upgrade Genesys applications to ensure reliability and performance.
• Document processes and provide training/support to end users.
• Provide expert support for definition/refinement of business requirements and for quality assurance/acceptance testing efforts.
• Design, develop, test and debug software components of high complexity.
• Provide implementation, production and upgrade support for software components of high complexity.
• Act as a liaison between the application team and the user community, facilitating communications, coordinating system enhancements, and providing production support.
• Work with the user community to define business requirements in sufficient detail and define business use cases for system configuration, development/enhancement, and/or operations activities.
• Oversee the development of user and technical documentation according to department standards.

Required Qualifications

• Genesys
  
  Experience:
  
  Proven expertise with Genesys platforms in a contact center environment.
• Contact Center Knowledge:
  Deep understanding of contact center operations, workflows, and best practices.
• Healthcare
  
  Experience:
  
  Prior experience in healthcare is a huge plus.
• Integration
  
  Experience:
  
  Genesys integrations into multiple line‑of‑business applications.
• Technical
  
  Skills:
  
  Strong problem‑solving abilities, attention to detail, and a passion for delivering high‑quality solutions.
• Bachelor’s degree in a related technical/business area plus 6 years of IT or business experience. Six years of additional experience can be substituted for a degree.

Preferred Qualifications

• Experience with Genesys
• Contact Center Knowledge
• Healthcare Experience

Benefits

All benefits‑eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short‑term and long‑term disability, group term life insurance and other optional voluntary benefits.

Employee Wellness

Presbyterian’s Employee Wellness rewards program offers engaging opportunities to enhance health and activate well‑being. Earn gift cards and more by participating in wellness activities such as challenges, webinars, and preventive screening.

Why Work at Presbyterian?

Presbyterian is committed to improving the health of our communities. From hosting growers’ markets to partnering with local communities, Presbyterian is taking active steps to improve the health of New Mexicans.

About Presbyterian Healthcare Services

Presbyterian is a locally owned, not‑for‑profit healthcare system of nine hospitals, a statewide health plan and a growing multi‑specialty medical group. Founded in 1908, the system is the state’s largest private employer with nearly 14,000 employees, including more than 1,600 providers and nearly 4,700 nurses. Our health plan serves more than 580,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care) and commercial health plans.

Eligibility

Statement

AA/EOE/VET/DISABLED. PHS is a drug‑free and tobacco‑free employer with smoke‑free campuses.

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