Senior Operations Systems Analyst, Genesys

About The Role:

We are looking for a Senior Operations Systems Analyst based in our Phoenix office. We are looking for someone to immerse themselves in our operations in a fast-paced, growing, learn-it-yourself environment. This person will have a great opportunity to gain and maintain an expert level of internal operational strategy and process understanding, and will be a key player in strategic and high impact operational projects, upholding a variety of operational excellence concepts. This role is a great fit for someone who likes to wear many hats or be a jack/jill-of-all-trades in a high-growth business environment, all with the aim of improving, scaling, and de-risking our operations.

This role is based in our Phoenix office and will be on-site at least 4 days per week.

What You'll Do:

• Champion the strategic initiatives related to our cloud-based telephony system and act as the subject matter expert for configurations related to our contact center phone system
• Operate as an escalation point for our help desk team to help troubleshoot and triage incidents related to our contact center technologies
• Immerse yourself in our operations in a fast-pace, growing, learn-it-yourself environment to gain and maintain an expert level of internal operational strategy and process understanding
• Be a key player in strategic and high impact operational projects, upholding a variety of operational excellence concepts. This will require you to wear many hats or be a jack-of-all-trades in a high-growth business environment, all with the aim of improving, scaling, and de-risking our operations
• Work closely with your manager to participate in assigned vendor relationships, upholding defined expectations, delivering feedback, and always ensuring the interests of the business in the progression of the relationship
• Act as a system administrator in assigned vendor tools that need heavy influence from operations stakeholders; including but not limited to low code/no code workflow configurations, change testing & management, troubleshooting system issues that have escalated through frontline tiers of help desk teams, and maintaining proper system documentation of features, configurations, and changes in your assigned systems
• Support the ideation and documentation required for operational initiatives that require development work from our internal product & engineering teams. Express abstract & complex concepts through to successful delivery via clear business requirement documents, process flow charts, design mockups, etc
• Actively provide insights and drive improvements to existing systems and processes based on observation, analysis of data, business direction, and strategic focuses

What We Look For: 

• 3+ Experience with administration for cloud-based telephony system
• SaaS license and permission management experience
• Bring a flexible, positive, and solutions-oriented mindset to everything you do. This is a fast-paced environment that best suits individuals with the energy and willingness to tackle a variety of needs from our operations
• Experience with project management (Agile or Scrum methodologies preferred)
• Ability to largely self-manage your time and energy appropriately across a high volume of needs of varying degrees of complexity, urgencies, and topics
• Self-starter and ability to thrive in a fast-paced and constantly-changing environment with ease and agility
• Sense of ownership and responsibility towards troubleshooting issues and solutions with a self-motivation to accept and complete tasks
• Ability to "cut through the noise" and drive improvement in a rapidly changing and developing environment
• Highly organized individual with strong attention to detail
• Ability to communicate across a wide audience from operational end users, project stakeholders, and senior leaders
• Possess executive presence to be able to conduct meetings with senior leadership and effectively communicate technical information to a non-technical audience
• Proven track record of meeting and exceeding production and quality expectations with involvement in non-production assignments or projects that exemplify the ability to adapt and grow into to this role

Nice to Have:

• Experience in Genesys Cloud is preferred
• Okta SSO / RBAC management
• Administration in any of the following
  • Jira
  • Zendesk

What We Offer You: 

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance 
• Flexible PTO
• Opportunities for professional growth and development 
• Paid parental leave
• Health & wellness initiatives