Genesys Product Owner
Locations: Bridgewater NJ, Cary NC , Warwick, RI, Tampa FL preferred
• 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
