Job Title: Call Center Systems Analyst – Genesys Cloud & Amazon ConnectLocation: Hybrid – Atlanta, GA / Richmond, VA / Connecticut / Norfolk, VAJob SummarySeeking experienced Call Center Systems Analysts with expertise in Genesys Cloud, Amazon Connect, and IVR technologies to support contact center migration and digital transformation initiatives.Required Skills & Experience5–8 years of experience in consulting, product management, digital transformation, or technology delivery roles focused on contact center and IVR migrationsHands-on experience with: Genesys CloudAmazon ConnectIVR technologiesExperience with contact center migrations to Genesys CloudExperience supporting: Conversational AIChatbotsVirtual assistantsDigital self-service implementationsFamiliarity with contact center platforms such as: GenesysNICEAmazon ConnectUnderstanding of AI-enabled service capabilities including: Agent assistKnowledge retrievalAutomationIntelligent routingUnderstanding of healthcare domainStrong analytical, communication, and collaboration skills