Genesys PO

Genesys Product Owner Opportunity

Salman Shaikh would like to share a job opportunity as Genesys Product Owner based in Cary, NC (Onsite) location for a Fulltime position.

Genesys Product Owner

Job Location:

Cary, NC (Onsite) Duration:
Full time

Responsibilities:

• 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 Dev Ops, 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 Dev Ops 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 with your updated resume and required details:

• Full Name:
• Linked In  (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