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Functional Analyst specialized in Genesys Cloud CX en… - Jobeax

Functional Analyst specialized in Genesys Cloud CX en España is listed on Jobeax. Browse 80,000+ vacancies available.

You'll most likely need Spanish to apply.This job was automatically translated to English, .

🎯 Job mission

As a Functional Analyst, you will be responsible for evolving the platforms that support commercial activity

🛠️ Main responsibilities

Analyze business needs and translate them into functional solutions on Genesys Cloud CX and Salesforce.
Administer and configure the Genesys platform (IVR, routing, skills, Architect Flows, Data Actions, campaigns, etc.).
Design and oversee integrations between Genesys, Salesforce, and other corporate applications through APIs and web services.
Manage functional demand, prioritization of enhancements, and the platform roadmap.
Provide second-level functional support and coordinate the resolution of complex incidents.
Lead functional testing, UAT, end-to-end testing, and deployments.
Analyze operational KPIs to identify improvements in contactability, productivity, service levels, and customer experience.
Drive innovation, automation, and AI initiatives within the Genesys-Salesforce ecosystem.

🤝 Role within the organization

Does not manage teams in a hierarchical manner.
Has a strong role in cross-functional coordination among Business, Operations, Technology, Marketing, Sales, Customer Service, and suppliers.
Serves as the functional reference for Genesys and its integration with Salesforce.

📊 Results orientation

Will be responsible for measuring the impact of implemented improvements on:

Sales.
Contactability.
Response times.
Customer experience.
Operational efficiency.
Campaign results and retention.

✅ Required profile

3-5 years of experience in Genesys Cloud CX and functional knowledge of Salesforce.
University education in Computer Engineering, Telecommunications, Industrial Engineering, Mathematics, or Physics.
Knowledge of functional analysis, process management, and project management.

🔧 Key technical knowledge

Genesys Cloud CX: Architect Flows, ACD Routing, Skills, Queues, Data Actions, digital channels, outbound campaigns, WEM, and analytics.
Salesforce: Service Cloud, Omni-Channel, CTI Integration, APIs, Reports & Dashboards.
Salesforce Marketing Cloud: Journey Builder, Automation Studio, segmentation, and CRM integrations.
Integrations using REST APIs, JSON, Webhooks, and Middleware (MuleSoft or similar).

⭐ Most relevant competencies

Analysis and problem-solving.
Results orientation.
Continuous improvement and innovation.
Change management.
Planning and organization.
Communication and influence.
Teamwork.
Customer orientation.
Business acumen and strategic perspective.

#MPAJobs

🎯 Misión del puesto

Como Analista Funcional serás responsable de evolucionar las plataformas que soportan la actividad comercial, atención al cliente y operaciones de Movistar Prosegur Alarmas. Actúa como nexo entre Negocio y Tecnología para diseñar, implantar y optimizar soluciones digitales orientadas a mejorar la experiencia del cliente y la eficiencia operativa.

🛠️ Principales responsabilidades

Analizar necesidades de negocio y traducirlas en soluciones funcionales sobre Genesys Cloud CX y Salesforce.
Administrar y parametrizar la plataforma Genesys (IVR, routing, skills, Architect Flows, Data Actions, campañas, etc.).
Diseñar y supervisar integraciones entre Genesys, Salesforce y otras aplicaciones corporativas mediante APIs y servicios web.
Gestionar la demanda funcional, priorización de evolutivos y roadmap de la plataforma.
Dar soporte funcional de segundo nivel y coordinar la resolución de incidencias complejas.
Liderar pruebas funcionales, UAT, testing E2E y despliegues.
Analizar KPIs operativos para identificar mejoras en contactabilidad, productividad, niveles de servicio y experiencia de cliente.
Impulsar iniciativas de innovación, automatización e IA dentro del ecosistema Genesys-Salesforce.

🤝 Rol dentro de la organización

No gestiona equipos de forma jerárquica.
Tiene una fuerte función de coordinación transversal entre Negocio, Operaciones, Tecnología, Marketing, Ventas, Atención al Cliente y proveedores.
Es la figura de referencia funcional para Genesys y su integración con Salesforce.

📊 Orientación a resultados

Será responsable de medir el impacto de las mejoras implantadas sobre:

Ventas.
Contactabilidad.
Tiempos de atención.
Experiencia de cliente.
Eficiencia operativa.
Resultados de campañas y retención

✅ Perfil requerido

3-5 años de experiencia en Genesys Cloud CX y conocimiento funcional de Salesforce.
Formación universitaria en Ingeniería Informática, Telecomunicaciones, Industrial, Matemáticas o Física.
Conocimientos de análisis funcional, gestión de procesos y gestión de proyectos.

🔧 Conocimientos técnicos clave

Genesys Cloud CX: Architect Flows, ACD Routing, Skills, Queues, Data Actions, canales digitales, campañas outbound, WEM y analítica.
Salesforce: Service Cloud, Omni-Channel, CTI Integration, APIs, Reports & Dashboards.
Salesforce Marketing Cloud: Journey Builder, Automation Studio, segmentación e integraciones CRM.
Integraciones mediante REST APIs, JSON, Webhooks, Middleware (MuleSoft o similar).

⭐ Competencias más relevantes

Análisis y resolución de problemas.
Orientación a resultados.
Mejora continua e innovación.
Gestión del cambio.
Planificación y organización.
Comunicación e influencia.
Trabajo en equipo.
Orientación al cliente.
Visión de negocio y perspectiva estratégica.

#MPAJobs

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