Centralized Accounting and Payroll/Personnel System
TxDMV - Consumer Relations Division Analyst
Centralized Accounting and Payroll/Personnel System, Austin, Texas, us, 78716
Job Description - TxDMV - Consumer Relations Division Analyst (00055399)
Job Description
TxDMV - Consumer Relations Division Analyst ( 00055399 )
Organization TEXAS DEPARTMENT OF MOTOR VEHICLES
Primary Location Texas-Austin
Work Locations Camp Hubbard Bldg 1 4000 Jackson Ave Bldg 1 Austin 78731-6007
Job Office and Administrative Support
Employee Status Regular
Travel Yes, 10 % of the Time
State Job Code : 1574
Salary Admin Plan : B
Grade : 21
Salary (Pay Basis) 5,866.33 - 5,866.33 ( Monthly )
Number of Openings 1
Overtime Status Exempt
Job Posting Jan 15, 2026, 10:47:13 PM
Closing Date Jan 30, 2026, 5:59:00 AM
Description State Classification: Program Specialist V (1574)
Your application should be complete and reflect all relevant education and experience. Omission of data can be the basis for disqualification; "See Resume" is not accepted in lieu of a completed online State of Texas application. Resumes may not be submitted in lieu of a completed State of Texas employment application but may be considered as additional supplemental information. The resume must include employer name and dates of employment for relevant work experience to be considered by the hiring authority.
Applicants who require accommodation for the interview process should contact Human Resources at 512-465-4043 when contacted to schedule an interview.
GENERAL DESCRIPTION Performs complex business and systems analysis in support of the Consumer Relations Division (CRD), serving as the primary analyst for the Genesys Cloud contact center platform. Analyzes contact center operations, workflows, and system needs to optimize routing, IVR flows, queue structure, performance, automation opportunities, and platform efficiency. Work involves serving as the primary liaison between CRD, the Information Technology Services Division (ITSD), Genesys, and vendor partners for all contact center system enhancements and business requirements. Provides coordination and advice involving the design, development, testing, implementation, and maintenance of contact center projects/programs. May train others. Works under the direction of the Division Director with moderate and high operational accountability for contact center performance, compliance, reporting, and system optimization.
ESSENTIAL DUTIES
Provide advanced analysis of contact center operational needs, Genesys Cloud functionality, reporting requirements, and modernization opportunities.
Serve as CRD’s primary business administrator for Genesys Cloud, including IVR, design, call routing, queue configuration, user role management, feature testing, and optimization.
Develop and maintain operational dashboards to support the division’s key performance indicators (KPIs) and provide accurate performance metrics to justify staffing, technology investments, and operational changes.
Prepares and presents reports, documentation, and recommendations to management and stakeholders, ensuring alignment, accountability, and shared understanding across teams.
Work with the business to identify business-related requirements and process workflows.
Ensure the scope and desired results of business analysis deliverables are clearly understood by management, stakeholders, and team members.
Identifies potential risks likely to affect operations; explains causes and measures impact on resources, and designs strategies to mitigate or avoid them.
Coordinates and/or participates in user acceptance testing and testing of new system functionality.
Conducts tests and inspections of services or processes to evaluate quality or performance.
Lead CRD’s train‑the‑trainer efforts for new Genesys features, releases, and system enhancements.
May travel up to 15% of the time, involving overnight travel. Travels by plane and/or car.
May require working extended hours and some evenings and weekends, as needed.
Required to attend work regularly and adhere to approved work hours in accordance with department policies and procedures.
Perform other job‑related duties as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of contact center operations, Genesys Cloud system, reporting, and multi‑channel communication systems.
Skill in effective written and verbal communication to convey information in a clear and concise manner.
Skill in business analysis methodologies; in analyzing and evaluating complex information technology applications, policies, and issues; and in developing creative and workable solutions to complex problems and issues.
Ability to exercise sound judgment in making critical decisions; to analyze complex information and develop plans; to interpret complex data; to communicate and advocate effectively; and to plan, assign, and/or supervise the work of others.
Ability to analyze and interpret technical information and automation system documentation/specifications; to develop user training guides; to communicate technical instructions to system users; and to exercise sound judgment in operational decisions.
QUALIFICATIONS MINIMUM REQUIREMENTS
Education: Graduation from an accredited four‑year college or university with major coursework in Business Administration, Computer Science, Management Information Systems, or a related field.
Experience: Minimum of three (3) years’ experience planning, eliciting, developing, testing, documenting, managing, or modeling business requirements. Substitution Note – Additional work experience of the type described may be substituted for education on a year‑for‑year basis.
Preferred Requirements
Experience with contact/call center software/platforms.
Experience in data analysis, research, compilation, and presenting findings.
BENEFITS The State of Texas offers a variety of benefits for you and your family that are comprehensive and, on average, make up about one‑third of total compensation. Benefits include:
Voluntary AD&D Insurance
Health & Dependent care flexible spending accounts
REGISTRATION, CERTIFICATION AND/OR LICENSURE A valid Class "C" driver's license is required. If not currently a Texas resident, must obtain a Texas Driver's License within 90 days after entering Texas as a new resident. A satisfactory driving record is required for operating state or personal vehicles to conduct department business.
Job offer and continuation of employment is contingent upon
Proof of education and experience listed on the application
Eligibility to work in the United States
Satisfactory results from a pre‑employment criminal history background check and driver’s record check
Compliance with Selective Service registration for males ages 18–25
Military If selected for the position the following must be provided for proof of military employment preference:
Surviving Spouse or Orphan must provide DD 1300 or DD 214.
AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER The Texas Department of Motor Vehicles is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, pregnancy, disability, military status, age, or any other characteristic protected by federal or state law. The TxDMV provides accommodations for persons with disabilities in accordance with the American with Disabilities Act. If you need help with the employment process or require other accommodation, please contact the Human Resources office for assistance on 512‑465‑4043.
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Job Description
TxDMV - Consumer Relations Division Analyst ( 00055399 )
Organization TEXAS DEPARTMENT OF MOTOR VEHICLES
Primary Location Texas-Austin
Work Locations Camp Hubbard Bldg 1 4000 Jackson Ave Bldg 1 Austin 78731-6007
Job Office and Administrative Support
Employee Status Regular
Travel Yes, 10 % of the Time
State Job Code : 1574
Salary Admin Plan : B
Grade : 21
Salary (Pay Basis) 5,866.33 - 5,866.33 ( Monthly )
Number of Openings 1
Overtime Status Exempt
Job Posting Jan 15, 2026, 10:47:13 PM
Closing Date Jan 30, 2026, 5:59:00 AM
Description State Classification: Program Specialist V (1574)
Your application should be complete and reflect all relevant education and experience. Omission of data can be the basis for disqualification; "See Resume" is not accepted in lieu of a completed online State of Texas application. Resumes may not be submitted in lieu of a completed State of Texas employment application but may be considered as additional supplemental information. The resume must include employer name and dates of employment for relevant work experience to be considered by the hiring authority.
Applicants who require accommodation for the interview process should contact Human Resources at 512-465-4043 when contacted to schedule an interview.
GENERAL DESCRIPTION Performs complex business and systems analysis in support of the Consumer Relations Division (CRD), serving as the primary analyst for the Genesys Cloud contact center platform. Analyzes contact center operations, workflows, and system needs to optimize routing, IVR flows, queue structure, performance, automation opportunities, and platform efficiency. Work involves serving as the primary liaison between CRD, the Information Technology Services Division (ITSD), Genesys, and vendor partners for all contact center system enhancements and business requirements. Provides coordination and advice involving the design, development, testing, implementation, and maintenance of contact center projects/programs. May train others. Works under the direction of the Division Director with moderate and high operational accountability for contact center performance, compliance, reporting, and system optimization.
ESSENTIAL DUTIES
Provide advanced analysis of contact center operational needs, Genesys Cloud functionality, reporting requirements, and modernization opportunities.
Serve as CRD’s primary business administrator for Genesys Cloud, including IVR, design, call routing, queue configuration, user role management, feature testing, and optimization.
Develop and maintain operational dashboards to support the division’s key performance indicators (KPIs) and provide accurate performance metrics to justify staffing, technology investments, and operational changes.
Prepares and presents reports, documentation, and recommendations to management and stakeholders, ensuring alignment, accountability, and shared understanding across teams.
Work with the business to identify business-related requirements and process workflows.
Ensure the scope and desired results of business analysis deliverables are clearly understood by management, stakeholders, and team members.
Identifies potential risks likely to affect operations; explains causes and measures impact on resources, and designs strategies to mitigate or avoid them.
Coordinates and/or participates in user acceptance testing and testing of new system functionality.
Conducts tests and inspections of services or processes to evaluate quality or performance.
Lead CRD’s train‑the‑trainer efforts for new Genesys features, releases, and system enhancements.
May travel up to 15% of the time, involving overnight travel. Travels by plane and/or car.
May require working extended hours and some evenings and weekends, as needed.
Required to attend work regularly and adhere to approved work hours in accordance with department policies and procedures.
Perform other job‑related duties as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of contact center operations, Genesys Cloud system, reporting, and multi‑channel communication systems.
Skill in effective written and verbal communication to convey information in a clear and concise manner.
Skill in business analysis methodologies; in analyzing and evaluating complex information technology applications, policies, and issues; and in developing creative and workable solutions to complex problems and issues.
Ability to exercise sound judgment in making critical decisions; to analyze complex information and develop plans; to interpret complex data; to communicate and advocate effectively; and to plan, assign, and/or supervise the work of others.
Ability to analyze and interpret technical information and automation system documentation/specifications; to develop user training guides; to communicate technical instructions to system users; and to exercise sound judgment in operational decisions.
QUALIFICATIONS MINIMUM REQUIREMENTS
Education: Graduation from an accredited four‑year college or university with major coursework in Business Administration, Computer Science, Management Information Systems, or a related field.
Experience: Minimum of three (3) years’ experience planning, eliciting, developing, testing, documenting, managing, or modeling business requirements. Substitution Note – Additional work experience of the type described may be substituted for education on a year‑for‑year basis.
Preferred Requirements
Experience with contact/call center software/platforms.
Experience in data analysis, research, compilation, and presenting findings.
BENEFITS The State of Texas offers a variety of benefits for you and your family that are comprehensive and, on average, make up about one‑third of total compensation. Benefits include:
Voluntary AD&D Insurance
Health & Dependent care flexible spending accounts
REGISTRATION, CERTIFICATION AND/OR LICENSURE A valid Class "C" driver's license is required. If not currently a Texas resident, must obtain a Texas Driver's License within 90 days after entering Texas as a new resident. A satisfactory driving record is required for operating state or personal vehicles to conduct department business.
Job offer and continuation of employment is contingent upon
Proof of education and experience listed on the application
Eligibility to work in the United States
Satisfactory results from a pre‑employment criminal history background check and driver’s record check
Compliance with Selective Service registration for males ages 18–25
Military If selected for the position the following must be provided for proof of military employment preference:
Surviving Spouse or Orphan must provide DD 1300 or DD 214.
AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER The Texas Department of Motor Vehicles is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, pregnancy, disability, military status, age, or any other characteristic protected by federal or state law. The TxDMV provides accommodations for persons with disabilities in accordance with the American with Disabilities Act. If you need help with the employment process or require other accommodation, please contact the Human Resources office for assistance on 512‑465‑4043.
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