Job Seekers, Please send resumes to resumes@hireitpeople.com
Job Description:
- Serve as Product Owner for Genesys Telephony (Call Routing, Call Back Assist, Softphone, Integrations to existing Call Center applications)
- Partner and collaborate with the businesses to gain a thorough understanding of thecontact 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 desireduser experience for each Line of Business
- Help build Genesys Reporting Solutions for Contact Center by partnering with Reporting Team, LOB
- Track Call Center KPIs using Genesys Reporting and track impact of migration from Avaya to Genesys.
- Track impact of migration to IVR metrics such as Mis directs, containment and abandonment
- Define UAT Test scenarios and test cases, support UAT testing team
- Leverage 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
- Prioritize and resolve issues and defects through collaboration within the delivery team and across the organization
Technical & Professional Skills Required:
- 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
Experience Required:
- 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
- Understanding of Insurance business preferred
