Senior Analyst – Genesys Solutions, Digital Channels

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Senior Analyst focusing on Genesys solutions and digital channels for Bradesco. Responsible for implementing improvements and supporting agile teams in developing innovative customer engagement solutions.

Posted 7/16/2026full-timeRio de Janeiro • 🇧🇷 BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Genesys Cloud and Genesys Engage, with a strong focus on IVR implementation, digital channel integration, and API development. Capable of optimizing customer service platforms through agile methodologies and effective communication.

Highest-signal resume keywords

Genesys CloudGenesys EngageIVR ImplementationREST APIsSOAP APIs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IVR SolutionsDialer SolutionsCampaign ManagementDigital Channel IntegrationVirtual Agent KnowledgeAI FeaturesAgile MethodologiesScrumKanban

Soft Skills

Excellent CommunicationInterpersonal SkillsOrganizational SkillsCollaborative ProfileLeadership Capability

Industry Keywords

Customer ExperienceService AutomationOmnichannel Service PlatformsContinuous ImprovementTechnical Reference

Tech Stack

Tools & technologies

CloudSOAP

About the role

Key responsibilities & impact

Work on the evolution, maintenance and implementation of solutions using Genesys Cloud and/or Genesys Engage.
Develop and maintain integrations between Genesys platforms and corporate systems via REST and SOAP APIs.
Implement and evolve IVR (URA) call flows, ensuring efficiency and an improved customer experience.
Configure and enhance dialer solutions, campaign management and service automation.
Participate in the implementation and integration of digital channels, including WhatsApp, virtual agents and AI-assisted solutions.
Support agile squads in defining technical solutions, refining requirements and tracking deliveries.
Ensure availability, scalability, performance and stability of customer service platforms.
Identify opportunities for continuous improvement, optimizing processes and resources of engagement platforms.
Act as a technical reference for Genesys solutions and digital channels, disseminating knowledge and best practices across teams.

Requirements

What you’ll need

Strong experience with Genesys Cloud and/or Genesys Engage.
Knowledge of implementation and administration of IVR (URA) and automated service solutions.
Experience with dialers and relationship/campaign management solutions.
Experience integrating digital channels, including WhatsApp and omnichannel service platforms.
Knowledge of Virtual Agent, Copilot and AI features applied to the customer experience.
Experience developing and consuming REST and SOAP APIs.
Familiarity with agile methodologies, with experience in Scrum and Kanban environments.
Ability to analyze complex problems and propose scalable, business-oriented solutions.
Excellent communication, interpersonal skills and the ability to work in multidisciplinary teams.
Organized, collaborative profile with leadership capability, planning skills and a focus on delivering high-quality results.

Benefits

Comp & perks

Profit Sharing (PLR)
Health and dental plan
Life insurance
Meal and food allowance
13th Food Basket (annual food benefit)
Transportation allowance
Private pension plan
Viva Bem Bradesco wellness program
Bradesco Corporate University
Parents: extended maternity and paternity leave
Childcare or nanny allowance