System Analyst – Genesys, telephony and CC

About the role:

What you'll do here:

• Act as a technical advisor for users, analyzing their needs, working with reference tools, and following best practices to ensure the smooth running and integrity of technology operations.
• Provide specialized support for telephony infrastructures, including but not limited to Genesys Cloud.
• Track requests using the incident management tool and change control procedures to ensure complete problem resolution, reduce the number of incidents, and decrease incident recovery time.
• Establish and maintain excellent working and collaborative relationships with other company departments.
• Contribute to the creation of reference manuals for end‑users by writing process documentation to improve intervention efficiency and knowledge transfer.
• Participate in the training of other team members and t...