Genesys PO
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 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
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
Location: Bridgewater NJ Cary NC Warwick RI Tampa FL preferred
Salary Range $100000$130000 a year
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Genesys PO
