Sr. System Analyst - Computing and Application Technologies

Overview

The Sr System Analyst provides technical support within the Customer Operations organization across the five boroughs and Westchester County. Acting as a technical liaison between IT and customer assistance teams, the role ensures effective adoption, compliance, and utilization or network technologies, including L2/L3 servers, VMs, firewalls, and Call Center Cloud solutions. The analyst supports technology-related capital projects, as well as managing the day-to-day operations of the IVR solution. The analyst will also support the CustOps Organization with critical data points and research/analysis of application data to help solve customer related inquiries, which include escalated executive cases. The ultimate goal of the role is to provide internal support while prioritizing the best possible customer, self-service, experience.

- Lead the design, provisioning, and administration of voice and digital channels (e.g., Bots) on Genesys Cloud, overseeing a team of specialists to ensure successful implementation.

- Guide staff in maintaining core operations for diverse client/server-based applications, ensuring optimal performance and reliability across platforms.

- Supervise the evaluation of user-submitted requests for new application deployments or enhancements, providing strategic direction and mentoring team members in voice technologies such as IVR systems.

- Oversee comprehensive testing and diagnostics on both new and legacy applications, driving improvements in operational efficiency and team productivity.

- Translate complex technical concepts into accessible language for non-technical stakeholders, facilitating cross-functional understanding and alignment.

- Partner with external vendors and contractors to foster strategic relationships while assessing, engineering, and tailoring business application solutions to align with organizational objectives.

- Architect and implement new software applications, develop custom modules, and deliver programming support across client/server and virtualized environments.

- Demonstrate proficiency in root cause analysis by leveraging debugging utilities, system logs, and application traces to identify and resolve multifaceted technical issues.

- Lead departmental initiatives and serve as a liaison among third-party vendors, enterprise IT teams, and business units to ensure seamless project execution.

- Possess foundational and applied knowledge of SIP protocols, Quality of Service (QoS), IP telephony (VoIP), Contact Center as a Service (CCaaS), and project lifecycle management.

- Monitor IVR system alerts proactively, utilizing utilities such as grep to parse logs and other tools to perform in-depth root cause analysis; collaborate with internal and external technical teams to manage telephony, networking, middleware, and backend infrastructure data for service continuity.

- Apply advanced technical and interpersonal communication skills to engage with management and union stakeholders across organizational boundaries, delivering education, strategic advice, and technical solutions that support self-service initiatives.

- Participate in a rotating 24/7 on-call schedule, responding to both planned and emergency maintenance activities in development and production environments, including disaster recovery exercises.

- Exhibit strong commitment to quality assurance, time-sensitive decision-making, and deadline adherence in high-pressure environments.

- Produce and maintain comprehensive technical documentation, including process flow diagrams, architectural schematics, integration mappings, and system reference materials, ensuring precision and clarity for future reference.

Qualifications

Required Education/Experience

- Bachelor's Degree and a minimum of three years of relevant full-time experience or

- Associate's Degree and a minimum of 4 years of relevant full-time experience or

- High School Diploma/GED and a minimum of 5 years of relevant full-time experience

Preferred Education/Experience

- Bachelor's Degree preferably in Computer Science, Management Information System, Engineering, Business/Finance or related field a minimum of three years of relevant full-time experience

- Associate's Degree preferably in Computer Science, Management Information System, Engineering, Business/Finance or related field a minimum of 4 years of relevant full-time experience a

- High School Diploma/GED preferably in Computer Science, Management Information System, Engineering, Business/Finance or related field a minimum of 5 years of relevant full-time experience

Relevant Work Experience

- Experience with working in a Information Technology, customer, desktop, or presentation support environment. and

- Must have five to eight years of experience with IVR solutions, and particular knowledge of Genesys Call Center Cloud technologies, required. and

- Must possess excellent project management, analytical and communications skills, required. and

- Must have experience managing projects, representing the organization, building customer relationships, engaging vendors, and making sound business decisions, required.

Skills and Abilities

- Demonstrated problem solving skills

- Strong verbal communication and listening skills

- Demonstrated customer service skills

- Strong written and verbal communication skills

- Effective leadership skills

- Friendly and service-oriented

- Excellent organizational skills

- Possesses a high degree of initiative

- Ability to drive multiple projects to successful completion

- Project Demonstrated project management skills

- Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.

- Develops and delivers effective presentations

- Well organized, detail oriented and flexible to handle multiple assignments

- Demonstrated analytical skills

- Ability to inspire and develop staff

Licenses and Certifications

- Accredited Asset Management Specialist (AAMS) Required

Physical Demands

- Ability to push, pull, and lift up to 40 pounds

- Sit or stand to answer a phone for the duration of the workday

- Sit or stand to use a keyboard, mouse, and computer for the duration of the workday

- Possess manual dexterity and the ability to use hands for the duration of the workday

- Stand to use/operate office equipment for the duration of the workday

Additional Physical Demands

- The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.

- The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.