| Hiring : Genesys Business Analyst (or) Designer ( 8+ Yrs Expd ONLY ) with Contact Center Technology solutions, Telephony Routing, IVR design and Integration, advanced Workforce Management Practices Ex at Center, Colorado, USA |
| Email: [email protected] |
| From: Steve, 3mkllc [email protected] Reply to: [email protected] Hello, Greetings for the day!!! Please review the below role and advise the best time to connect with you. If you are interested, You can call me at +1 801-701-7848 or reach me on linkedin.com/in/saumen-kumar-porel-97a0696b and send resumes to [email protected] Hiring : Genesys Business Analyst (or) Designer ( 8+ Yrs Expd ONLY ) with Contact Center Technology solutions, Telephony Routing, IVR design and Integration, advanced Workforce Management Practices Exp. Loc: Malvern, PA, & Charlotte, NC Rate : Open / hr Contract Long Term Must Have o 8+ years experience designing, implementing, and supporting contact center technology solutions in regulated mid or large-scale enterprise context. o 8+ years experience leading business process analysis and optimization initiatives. o Knowledge of contact center technologies including telephony routing, IVR design and integration, advanced workforce management practices, and agent tools that promote efficiency and excellent customer experience. o 3+ years of experience performing root cause analyses and providing solutions for issue resolution o 2+ years of experience building business relationships o Proficiency in MS Word, MS Excel, Power Point, Outlook and Teams Main Responsibilities o SME-level understanding of omnichannel customer service in general, and of Genesys Cloud Contact Center platform specifically. o Capture and document functional requirements along with business rationale. o Create process and data flow documentation. o Prepare presentation materials for technology and business stakeholders. o Develop deep understanding of customer service KPIs and critical success factors. o Facilitate successful roll-out and adoption of new functional capabilities per direction of the Product Owner, including verification of realized business benefit. o Experience working with Contact Center systems such as Workforce management, Voice Analytics, Call Recording and reporting. o Experience working with and using contact center performance metrics and measurements o Project management experience o Agile experience. Break down user stories based of the roll out plan. o Scrum experience o Understanding of Call Flows, Skilling, and Workforce Management o Excellent oral and written communication and presentation skills o Strong analytics and structured problem-solving skills Keywords: microsoft North Carolina Pennsylvania |
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| Fri Feb 17 21:14:00 UTC 2023 |