Genesys Telephony Product Specialist

1 week ago


Burlington, Massachusetts, United States Syntricate Technologies Full time
Job Title: Genesys Telephony Product Specialist

We are seeking an experienced Genesys Telephony Product Specialist to join our team at Syntricate Technologies in Cary, NC. This is a full-time position that requires strong technical skills and excellent communication abilities.

About the Role:
This role involves working closely with businesses to understand their contact center needs and developing strategies to improve call routing efficiency. The successful candidate will be responsible for documenting requirements, reviewing and approving product documentation, and driving user experience improvements. Additionally, this role requires expertise in Genesys Cloud Contact Center technologies, including Automatic Call Distribution, predictive routing, skill-based routing, and more.

Key Responsibilities:
* Serve as Product Owner for Genesys Telephony (Call Routing, Call Back Assist, Softphone, Integrations to existing Call Center applications)
* Partner and collaborate 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
* Responsible for documenting, reviewing and approval of the requirements for each Line of Business
* Help drive the desired user experience for each Line of Business
* Help build Genesys Reporting Solutions for Contact Center by partnering with Reporting Team, LOB

Requirements:
* 3+ years' 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
* 3+ years' experience with creating documentation for communication with varied audiences
* 2+ years' experience working of rollout of new technologies

Salary: $120,000 - $150,000 per year

Location: Cary, NC

In return for your expertise, we offer a competitive salary, excellent benefits package, and opportunities for professional growth and development.

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