Genesys Cloud Contact Center Solutions Expert
1 day ago
About the Role
We are seeking a highly skilled Genesys Cloud Contact Center Solutions Expert to join our team. As a key member of our team, you will be responsible for defining and delivering our Genesys Cloud Contact Center solutions roadmap.
Responsibilities
The Genesys Cloud Contact Center Solutions Expert will be responsible for:
- Serving as the product owner for Genesys Telephony (Call Routing, Call Back Assist, Softphone, Integrations to existing Call Center applications).
- Partnering and collaborating with businesses to gain a thorough understanding of the contact center business and their vision to ensure Telephony strategy aligns with overall service vision and strategies.
- Documenting, reviewing and approval of the requirements for each Line of Business.
- Help driving the desired user experience for each Line of Business.
- Help building Genesys Reporting Solutions for Contact Center by partnering with Reporting Team, LOB.
- Tracking Call Center KPIs using Genesys Reporting and tracking impact of migration from Avaya to Genesys.
- Defining UAT Test scenarios and test cases, support UAT testing team.
- Leveraging metric and data analysis derived from application performance/availability, call center, user satisfaction surveys, user feedback and technical incidents to identify opportunities, Collaborate with Business leadership to identify opportunities to improve Call routing efficiency.
Requirements
To be successful in this role, you will need:
- Expert understanding of Collaboration Tools such as Miro, Azure DevOps, SharePoint, Microsoft Teams, Microsoft Powerpoint, Microsoft visio.
- Expert Understanding of Genesys Cloud Contact Center technologies such as Automatic Call Distribution and predictive routing, skill based routing, Call back assist, IVR, Queue Treatment, Pulse Reporting, Softphone.
- Expert Understanding of Contact Center KPIs: Call Containment, Call Misdirects, User experience, Cost Savings, Average Handle/Call Time.
- Ability to determine needed enhancements based on analysis of metrics, and quantify the expected results.
- Expert understanding of Agile Methodologies, Preferably certified Agile Product Owner.
- Agile and DevOps methodology: Backlog grooming, Sprint Planning.
- Excellent Communication, organization and planning skills.
- Stakeholder Management.
Qualifications
You should have at least 3 years of current experience working supporting Genesys Contact Center as Business Analyst or Product Owner, 3+ years' current experience working on a Scrum and/or Agile team as Product Owner, and 2+ years' experience working rollout of new technologies. Preferred location is Bridgewater NJ, Cary NC, Warwick, RI, Tampa FL.
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