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Genesys PO

Syntricate Technologies

Cary, NC

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JOB DETAILS
SALARY
$896–$1,781
JOB TYPE
Full-time
SKILLS
Acceptance Testing, Agile Programming Methodologies, Analysis Skills, Automatic Call Distributor (ACD), Avaya Software, Average Costing, Backlog Prioritization, Business Analysis, Call Center Evaluation, Call Center Software, Call Centers, Call Routing, Cloud Computing, Communication Skills, Cost Control, Customer Satisfaction, Customer/Client Research, Data Analysis, DevOps, Documentation, Establish Priorities, Genesys Solutions, Insurance, Leadership, LinkedIn, Management of Information Systems/Technology (MIS), Metrics, Microsoft PowerPoint, Microsoft Product Family, Microsoft SharePoint, Microsoft Visio, Microsoft Windows Azure, Organizational Skills, Performance Metrics, Problem Solving Skills, Quality Metrics, Scrum Product Owner, Scrum Project Management and Software Development, Skills-Based Routing, Sprint Planning, Telephone Skills, Telephony, Test Case, Test Scenario, Transportation Routing, User Interface/Experience (UI/UX), User Surveys, Voice Response Systems
LOCATION
Cary, NC
POSTED
30+ days ago
Hi Friend Hope you are doing well Number of position : 6 Only Full Time I, Salman Shaikh would like to share a job opportunity as Genesys PO based in Cary, NC (Onsite) location for a Fulltime position. *** In case, if you are not comfortable with this location, please share your preference with contact details for further requirements *** Kindly find the JD below and let me know if you are available for the same. Genesys PO Job Location: Cary, NC (Onsite) Duration: Full time 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 Please reply me with your updated resume and required details: Full Name: LinkedIn ID (Must To have as per exp) Best number to reach you: Work authorization/Visa Status: Current Location: Current Compensation: Expected Compensation: Best time to call you: Waiting for your earliest response Thanks & Regards ====== Salman Shaikh +1 781-896-2152 (Cell) Boston, MA

About the Company

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Syntricate Technologies