Systems Analyst III

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, improving patient diagnostics and therapies or growing efficiency in their laboratories, we are here to support them. Our distributed team of more than 100,000 colleagues delivers an outstanding combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.

For more information, please visit www.thermofisher.com.

Candidate must have 5+ years of experience and background supporting Genesys Engage components hosted on windows servers, provide day-to-day support & proactive maintenance and performs independent sophisticated system fixes and root cause analysis. Collaborate with IT teams to identify technical deficits and improvement opportunities in current practices and procedures.

Responsibilities:

• Add/remove users from Genesys Cloud and Genesys Engage, configure extensions, assist users with logging in
• Supervise SCI alarms, ensure application availability
• Collaborate with business partners for requirement gathering, design, development and deployment of enhancements and other changes
• Build or update Call routing and Email routing in Genesys Engage and Genesys Cloud.
• Understand business use cases, translate into technical terms and provide recommendations.
• Investigate application logs to solve complex issues, provide recommendations and fixes.
• Collaborate with other IT teams, proactively provide updates on the tasks and activities.
• Supervise Genesys Cloud releases, build use case documentation to notify the business users
• Build call flows and designs using MS Visio, update the business documentation.
• Follow waterfall SDLC and adapt to Agile methodologies
• Willingness to learn and adapt to newer technologies, grow with the market trend, follow the Genesys community to recommend standard processes and use cases to help improve business productivity.

Required Skills:

• 5+ years of experience with contact center technologies (e.g., ACD, Reporting, call routing, workforce management)
• 5+ years of experience using GAX, Genesys Administrator and Genesys Configuration manager to add/update Agent objects and routing objects.
• Must have good understanding of Genesys components and troubleshooting knowledge on Genesys T-Server for Avaya, eServices (Multimedia) routing components (UCS, IXN, ESJ), URS
• Must have good understanding of Workspace Desktop Edition functionalities, configuration and fixes.
• 1-2 years of experience in Genesys Cloud Admin, building flows in Architect or yaml scripting
• Good understanding of Genesys Cloud Routing methods, evaluation methods
• Good understanding of CRM integrations such as Salesforce, SAP C4C/Hana
• Understanding of REST API, JSON scripting.
• Understanding of Ai
• Demonstrated experience of design, staging, configuration, implementation, and support of Voice and E-Services components of Genesys Engage
• Strong speaking and writing skills to collaborate with diversified business groups.

Nice to have:

• API development experience
• Understanding of Avaya AES and TSAPI
• Understanding of Generative Ai and Chatbots
• Experience in fine-tuning applications and optimize routing for better performance