Genesys PO

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 • bility to determine needed enhancements based on analysis of metrics, and quantify the expected results • Expert understanding of Agile Methodologies, Preferably certified Agile Product Owner • gile 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