Job Description

Basic Purpose

Performs advanced analysis, design, and support of Customer Experience technologies, with a primary focus on Genesys Cloud IVR and ACD platforms. Leads complex initiatives across telephony, routing, and integrated customer service systems to ensure reliable, scalable, and cost-effective solutions.

Essential Duties and Responsibilities

IVR / ACD Design & Development

• Designs, develops, and maintains IVR call flows using Genesys Cloud Architect, including routing strategies, speech recognition, and self-service capabilities.

• Implements and optimizes ACD configurations, including skills-based routing, queue management, and workforce integrations.

• Translates business requirements into scalable IVR and routing solutions aligned with customer experience best practices.

Requirements & Solution Analysis

• Leads requirements gathering sessions with business stakeholders to define, analyze, and prioritize enhancement requests and new capabilities.

• Documents functional and technical specifications for IVR, ACD, and integrated systems.

• Partners with development and backend system teams to define and deliver integration requirements.

System Configuration & Integration

• Configures and maintains related platforms including NICE Cloud WFM, Mindful Surveys, and other customer experience applications.

• Supports integrations between Genesys Cloud and enterprise systems such as CRM, APIs, and data services.

• Collaborates on telephony infrastructure including PSTN carriers, Cisco Call Manager, Intrado E911, and Microsoft Teams.

Telecom Operations & Vendor Management

• Oversees telecommunications expense management, including carrier contracts, billing validation, and cost optimization strategies.

• Audits carrier invoices to identify discrepancies, billing errors, and savings opportunities; drives resolution with vendors.

• Manages billing exceptions, including misapplied payments, missing invoices, new account setups, and dispute resolution.

Service Delivery & Performance

• Coordinates across stakeholders to ensure timely, accurate delivery of enhancements and production support activities.

• Monitors system performance, availability, and service level agreements (SLAs) for telecom services, repairs, and outages.

• Lead incident response and root cause analysis for telephony and IVR-related issues.

Governance & Continuous Improvement

• Ensure adherence to change management processes across all environments and business units.

• Reports on carrier contract performance, policy compliance, and operational metrics.

• Drives continuous improvement through analysis, optimization, and implementation of best practices in IVR design and telecom operations.

Additional Responsibilities

• Provides mentorship and technical guidance to junior analysts and team members.

• Stays current with emerging trends in contact center technologies and proactively recommend improvements.

• Ensures all compliance aspects of position are known and followed; understands and complies with all policies, codes and regulations applicable to position and company.

• Performs related duties as assigned.

Essential Education, Skills, and Environment

Education and Work Experience

Bachelor's degree in information systems, computer science, or related technical field, or equivalent work experience. (Typically four years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree.) Five years of experience with Genesys Cloud (or similar CCaaS platforms)

Specialized Knowledge and Skills
Demonstrated knowledge of:

• Strong experience with IVR design, call routing, and contact center technologies

• Knowledge of SIP, VoIP, PSTN, and telecom carrier environments

• Experience with APIs, integrations, and backend system design

Demonstrated skills such as:

• Strong analytical, documentation, and stakeholder communication skills

Equipment and Applications
PCs, word processing, spreadsheet and database software.

Work Environment and Physical Demands
General office environment. No special physical demands required.

Note: Immigration Sponsorship
At this time, we're not considering applicants that need any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States. This includes, but is NOT LIMITED TO: F1-OPT, F1-CPT, H-1B, TN, L-1, J-1, etc. For more information regarding work visas, please visit www.uscis.gov.

NV Energy is looking for qualified people to join us in one of the premier energy companies in the West. Located in the fastest growing state in the United States, NV Energy provides electricity to 1.3 million customers throughout Nevada as well as a state tourist population exceeding 40 million annually. Among the many communities we serve are Las Vegas, Reno-Sparks, Henderson, Elko and South Lake Tahoe. We also provide natural gas to more than 155,000 citizens in the Reno-Sparks area.