At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds.

As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels included, respected, empowered, and recognized.

What You Can Expect

We are seeking an experienced business systems senior analyst who understands the Genesys Cloud Platform for call center management. The senior analyst in this role will be the front-end support Genesys call center technology and backup for Microsoft Teams calling. They will work closely with other IT (Information Technology) teams and vendors to implement and support the solutions. The successful candidate will have a deep understanding of the latest technologies and trends in Unified Communications and Genesys.

How You'll Create Impact

• Collaborate with business stakeholders to understand call center requirements, pain points, and support needs.

• Translate business needs into detailed technical specifications for Genesys Cloud Platform enhancements

• Coordinate with vendors on open tickets, issues, and escalations.

• Configure and administer Genesys Call Center technology and similar tools

• Troubleshoot and resolve technical issues around UC systems

• Communicating with internal team members and users directly on projects.

• Provide occasional on call responsibilities for critical issues

• Support Genesys Cloud integration with 3rd party software (ex. Salesforce, ServiceNow)

• This role will also provide backup support for Microsoft Teams Voice administration

• Proactively enforces worldwide and local security policies to ensure IT information assets are protected

This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions for purposes of the Americans with Disabilities Act.

What Makes You Stand Out

• Strong troubleshooting and problem-solving skills

• Excellent communication and customer service skills

• Strong analytical and organizational skills

• Ability to work independently and as part of a team

• Strong knowledge of Genesys and its features

Your Background

• Bachelor's degree and 4+ years of related work experience OR

• Associate degree & 6+ years of related experience OR

• High School Diploma or Equivalent & 8+ years of related experience

• 1+ year of specific Genesys Cloud Call Center management experience

• Genesys Cloud Certifications are a plus

• Familiarity with call center technologies, including IVR, ACD, and workforce management is a plus

• Unplanned work hours anticipated: On-call support may be required for critical issues.

Preferred

• Genesys integration experience with Salesforce.com, ServiceNow and Azure.

• Familiarity with call center technologies, including IVR, ACD, and workforce management

Travel Expectations

EOE/M/F/Vet/Disability

Comp Range $105-119K

The compensation for this position may vary depending on the specific work location.