| Genesys Business Analyst at Remote, Remote, USA |
| Email: [email protected] |
| From: kajal, Technocraft [email protected] Reply to: [email protected] Hello, Hope you are doing well My name is Kajal Katara and I'm a Talent Acquisition Executive at Technocraft solutions. We provide IT Consulting Services to our customers immediate and long-term resource needs. I am contacting you either because your resume has been posted to one of the internet job sites to which we subscribe or you had previously submitted your resume to Technocraft solutions. ROLE: Genesys Business Analyst /Designer Location: Remote Duration 10 months 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 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 Thanks and Regards, Kajal Katara Associate Recruiter Technocraft Solutions LLC Email: [email protected] Keywords: access management information technology microsoft |
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| Sun Jun 25 00:47:00 UTC 2023 |