Genesys Cloud Analyst / Senior Contact Center Analyst

Hello,

Greetings from Innova Solutions!!!

Job Openings for the below role @ Innova Solutions for Hyderabad & Chennai offices

• Senior Contact Center Analyst

Job Criteria :-

• Experience Range :

  4 to 9 years

• Key Skills : Genesys, project management, documentation, troubleshooting, dashboard, device configurations, Contact Center

• Notice Period :

  Immediate joiners or with one month notice period.

• Job Location :

  Hyderabad & Chennai

Detailed job description given below please go through the JD to understand requirement.

If requirement is matching to your profile share your updated resume on the below mail with all the details

(mehaboob.shaik@innovasolutions.com).

Mention Subject Line :-Senior Contact Center Analyst @Innova Solutions

Please Share your details in the mail along with your resume :-

Your Full Name :

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Role Overview

We are seeking a highly skilled Senior Contact Center Analyst to join our team. This role is responsible for managing, analyzing, and optimizing contact center technologies, operations, and performance metrics to ensure exceptional customer experiences. The Senior Analyst will work closely with business stakeholders, IT teams, and vendors to identify process improvements, troubleshoot complex issues, and drive efficiency across voice and digital channels.

Key Responsibilities

• Serve as the primary subject matter expert for contact center platforms (e.g., Genesys Cloud CX, NICE, Avaya, Five9).
• Monitor, analyze, and report on call center performance metrics (e.g., SLA, AHT, CSAT, FCR) and provide actionable insights.
• Troubleshoot and resolve complex system issues related to IVR, call routing, CRM integrations, and voice quality.
• Collaborate with IT, business teams, and external vendors to implement enhancements, integrations, and upgrades.
• Partner with business stakeholders to design and optimize customer journeys across voice, chat, and digital channels.
• Conduct root cause analysis for recurring issues and recommend sustainable solutions.
• Develop dashboards, reports, and trend analyses to support decision-making and improve operational performance.
• Mentor junior analysts and contribute to knowledge-sharing and best practices.
• Ensure compliance with internal governance, data security, and regulatory standards.

Qualifications & Skills

• Bachelors degree in Information Technology, Computer Science, Business, or related field (or equivalent work experience).
• 58 years of experience in contact center operations or systems analysis.
• Strong hands-on experience with Genesys Cloud CX or other major contact center platforms.
• Knowledge of CRM integrations (Salesforce, MS Dynamics, or similar).
• Experience in data analysis, reporting tools, and KPIs related to call center performance.
• Proven expertise in troubleshooting voice quality, IVR, and telephony infrastructure issues.
• Strong problem-solving, communication, and stakeholder management skills.
• Ability to work in a fast-paced environment and manage multiple priorities.

Preferred Experience / Certifications

• ITIL Foundation certification.
• Certifications in Genesys Cloud CX, NICE, or similar platforms.
• Exposure to cloud technologies (AWS, Azure) and CI/CD environments.
• Experience with AI/GenAI-enabled contact center solutions.

Thanks & Regards,

Mehaboob Shaik

https://www.linkedin.com/in/mehaboob-mohid-shaik/