Analyste de système - Solution CCC
Core
Strategic analyst optimizing technology performance for customer communications and call centers, designing complex solutions on Genesys Engage and NICE Mpower Cxone platforms.
Role type
Senior System Analyst (Customer Communications Solutions)
Builds
Complex customer communication solutions, call routing strategies, and system health monitoring for internal clients.
Domain
Telecommunications / Customer Experience (CX) Technology
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Call flow configuration, platform security administration, ACD/IVR architecture, digital channel management, real-time reporting, REST API usage, Python, SQL, DevOps practices
Preferred skills
NLU/LLM/Chatbot concepts, C#/Perl programming, SharePoint/JIRA/Confluence
Technologies
Genesys Engage, NICE Mpower Cxone, Khoros, Verint, Python, C#, Perl, SQL, REST API, Postman
Responsibilities
Analyze business needs with internal clients, design and configure complex solutions, monitor system health, write functional/technical analyses, develop test scenarios, support operations team, analyze anomalies and propose sustainable solutions.
Seniority
Mid-Senior, hands-on IC