Genesys Telephony Product Owner

3 days ago


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

At Syntricate Technologies Inc., we are seeking an experienced Genesys Telephony Product Owner to join our team. The successful candidate will be responsible for serving as the product owner for Genesys Telephony, including Call Routing, Call Back Assist, Softphone, and Integrations to existing Call Center applications.

We estimate that this role will pay around $120,000 per year, based on industry standards in the Cary NC area. If you have 3+ years' current experience working supporting Genesys Contact Center as a Business Analyst or Product Owner, we encourage you to apply.

Responsibilities:
- Partner and collaborate with businesses to gain a thorough understanding of the contact center business and their vision.
- Document, review, and approve requirements for each Line of Business.
- Drive the desired user experience for each Line of Business.
- Build Genesys Reporting Solutions for Contact Center by partnering with the Reporting Team and LOB.
- Track Call Center KPIs using Genesys Reporting and track impact of migration from Avaya to Genesys.

Requirements:
- 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.

About Us:
Syntricate Technologies Inc. is a leading technology company providing innovative solutions to clients worldwide.

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