American Equity · 15 hours ago
IT System Analyst, Genesys
West Des Moines, IA
Full-time
Onsite
Senior Level
5+ years expAmerican Equity is a company that offers leading annuity products to empower clients in retirement. They are seeking a Genesys Analyst to oversee the implementation of Genesys Cloud CX and ensure effective integration with other contact center tools, while maximizing productivity and addressing business requirements.
ConsultingFinanceInsurance
Hiring Manager
Paige Lauterbach
Responsibilities
Lead development and deployment of omnichannel (IVR, Chat, Chatbot, email) flows within Genesys Cloud Architect. Lead deployment of other Genesys modules such as Voice-of-Customer surveys and Knowledge Center, including coordinating and driving execution with other IT teams and vendors
Analyze business requirements, provide time estimates, document design, perform system configuration and/or development, and support production deployment
Collaborate with the API and Data Engineering teams to ensure rich data integration functionality, using approved REST APIs for data access
Troubleshoot, maintain, upgrade, and identify problem areas and solve issues in a proactive manner. Coordinate with Genesys, internal technical teams, and other staff as necessary to resolve project issues or production incidents with Genesys solution and related applications. Apply SRE (site reliability) best practices for the entire tool platform and ensure HA (high availability) status
Perform other duties as assigned by leadership
Qualification
Required
Bachelor's degree (in CS, MIS, information technology, or related field of study; plus five (5) years of progressively responsible related technical experience; or equivalent combination of education and/or experience
Hands-on experience leveraging Genesys Cloud CX Architect for IVR development and AI technologies
Software development experience with familiarity with source code control/GitHub and Genesys Terraform/CX as Code
Design, development, and support experience with other Genesys Cloud CX capabilities, such as call recording, transcripts, Knowledge Center, Voice-of-Customer Surveys, and reporting
Experience in consuming RESTful APIs for data integration and understanding of authentication methodologies (Oauth, SAML)
Required: Genesys Cloud CX: Developer Certification [GCX-GCD]
Excellent hand-on knowledge of Genesys Cloud CX capabilities, architecture, design tools, testing practices, and monitoring tools
Ability to troubleshoot telephony integration deployments, including media, CTI, Call Event-related issues
Broad knowledge of information technology functions and disciplines, including but not limited to, architecture, data management, operations, security and business analysis
Strong customer service orientation
Strong stakeholder management skills
Effective verbal and written communication skills
Ability to work cooperatively and successfully with employees, customers, and other outside third parties
Strong problem solving, risk assessment, and risk management skills
Ability to effectively present information and respond to questions
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to successfully handle pressure and meet deadlines in a fast-paced work environment
Preferred
Genesys Cloud CX: Professional Certification [GC-GCP]
Genesys Cloud CX: Architect Certification [GCX-ARC]
Genesys Cloud CX: AI – GPE & GPR Certification [GCX-AI-GPE]
Genesys Cloud CX: AI – Digital Bots & Knowledge Certification [GC-AI-DB]
Company
American Equity
American Equity Investment Life Insurance Company® We are The Financial Dignity Company – and while each person might define financial dignity differently, we believe it’s having the means to retire with pride and peacefulness in your daily life.
501-1000 employees
H1B Sponsorship
American Equity has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (5)
2023 (3)
2022 (4)
2021 (2)
Funding
Current Stage
Public CompanyTotal Funding
$253MKey Investors
Brookfield Wealth SolutionsBrookfield Asset Management
2023-07-05Acquired
2022-01-07Post Ipo Equity· $253M
2020-10-18Post Ipo Equity
Leadership Team
Anant Bhalla
Chief Executive Officer
Nicholas Volpe
Chief Technology Officer at American Equity
Recent News
Business Wire
2024-12-04
financialpost
2024-11-15
Company data provided by crunchbase