Genesys Consultant

Genesys Consultant

Location: Newark, NJ (On-site/Hybrid - Remote options available)

We are seeking a skilled Genesys Consultant with a Data background to collaborate with Genesys IVR developers to analyze and optimize the customer journey within our IVR flow. The ideal candidate will assess and ensure that essential data points are accurately tracked throughout the IVR process, enabling insights into whether the IVR system provides an efficient, positive caller experience. This role involves identifying opportunities for improvement, pinpointing bottlenecks, and guiding the Genesys IVR development team on potential enhancements to optimize user flow.

Key Responsibilities:

• Collaborate with Genesys IVR developers to understand the customer journey and ensure accurate tracking of key data points within the IVR flow.
• Conduct data extraction and analysis to evaluate IVR performance, identifying improvement areas and bottlenecks.
• Provide actionable recommendations to the Genesys IVR team for enhancing the caller experience.
• Develop and maintain dashboards, reports, and other visualization tools (e.g., PowerBI, Tableau) to communicate insights and analysis effectively.
• Support team initiatives by sharing findings and facilitating data-driven decision-making.

Qualifications:

• Strong experience with contact center processes, KPIs, and telephony systems.
• Proficiency in BI/Analytics tools such as PowerBI and Tableau for creating data visualizations and reports.
• Experience with workforce management is a plus.
• Exceptional analytical and problem-solving skills, with the ability to derive insights from complex data sets.

This is a great opportunity witha 12 month minimum term for the right person

If you are a talented Genesys Cloud Consultant with a passion for data-driven decision-making and improving customer experience, we’d love to hear from you

Apply today and take the next step in your career

Location: This position is based in Newark, NJ, with options for remote work depending on the project requirements.

Application Process: Interested candidates are encouraged to apply with their updated resume, highlighting relevant experience in Genesys Cloud, Contact Centre Reporting, and data management.

Please send your resume to raj@hirobe.io