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:
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Expected Compensation:
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Waiting for your earliest response
Thanks & Regards
Salman Shaikh
+1 781-896-2152 (Cell)
Boston, MA
