Automation Analyst

We are driven to do more. More for our customers and the financial professionals who offer our products. If you are driven to do more and love the challenge of pursuing more, Athene is your kind of company. You will find we offer more than the basics to create an inclusive and dynamic work environment at our various locations.

Purpose:

Athene is seeking a talented and experienced Genesys Configuration Analyst to join our team and help drive the success of our customer engagement platforms. In this role, you will be responsible for configuring, maintaining, and optimizing the Genesys Cloud environment to meet evolving business needs and deliver seamless customer experiences.
While your primary focus will be on the Genesys platform, you will also collaborate on initiatives involving Pindrop and Shelf, contributing to a broader ecosystem of customer service technologies. The ideal candidate brings deep technical expertise in Genesys Cloud, a strong background in the insurance industry, and a solid understanding of contact center operations.

Accountabilities:

• Configure and maintain solutions such as the IVR, routing and call flows within the Genesys environment to improve customer interactions

• Work closely with business and technical teams to gather requirements and implement

• Troubleshoot and resolve system issues and bugs that occur

• Manage user roles, permissions and profiles within Genesys

• Assist in upgrades, testing and deployment

• Contribute to sprint capacity in Agile Scrum Team to support ongoing changes and align with organizational priorities

• Assist in the research, analysis, and resolution of moderate to sophisticated production issues experienced by business partners.

Qualifications and Experience:

• Bachelors degree or equivalent education required. Military experience will be considered in lieu of formal degree.

• 3+ years of technical/professional experience preferred, with 1+ years of workflow configuration experience preferred.

• Experience configuring and managing Genesys cloud preferred

• Experience in the annuity insurance industry supporting customer service teams

• Strong understanding of call routing and IVR configurations

• Strong problem solving and analytical skills

• Basic knowledge of MS SQL, PostgreSQL, XML

• Ability to work independently and collaboratively in a fast-paced environment

• Effective written communication skills for generating clear, concise release notes and documentation.

Drive. Discipline. Confidence. Focus. Commitment.  Learn more about working at Athene.

Athene is a Military Friendly Employer!  Learn more about how we support our Veterans.

Athene is committed to inclusion and is proud to be an Equal Opportunity Employer.  We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, veteran status or any other status protected by federal, state or local law..