Genesys System Analyst (Genesys/IVR) ID:9118222259
Now hiring in Charlotte, NCRequired
Qualifications:
5 years' experience using VISIO to create Call Flows for Telephony platform5 years' experience with Telephony Call Center Platform5 years' experience with Data Analytics / Operational Reporting - Tableau, SQL, Excel5 years' experience with IVR Computer Telephony Integration (CTI) Screen Pops on platforms such as Genesys, Avaya, and Cisco5 years' System Analyst experienceExperience with IVR, Call Routing, Call Recording, WFM and Operational ReportingPreferred
Qualifications:
5 years' experience with Telephony (Genesys Multi-Cloud CX and Genesys Cloud platforms)5 years' experience working with API integration within Telephony Infrastructure5 years' experience with Nuance - Natural Language Understand (NLU), Speech Recognition1 year experience with Agile and Kanban project delivery methodologies1 year experience with validating telephony data and voice network architecture diagramsPerforms tasks executing and modifying processes, plans and design when neededFull ownership for one or more processes, procedures, or productsKey Responsibilities and DutiesSupport successful implementation of Telephony Call Center projects and updates in the Genesys Cloud platforms.
Create Detailed Dialog Specification (DDS) and Call Flow design documents.
Document the technical / network requirements, design, and testing information to ensure quality output that meets stated business needs.
Provides Forecast and Benefit metrics for Call Volumes, Call Reduction, AHT, IVR resolution rate etc.
Create User Stories and manage Product Backlog for agile (Kanban) delivery methodology.
Deliver end to end application solution components on time and within budget that meet the stated business needs and conform to IT methodologies and Data Management practices.
Create Project Documentation / artifacts that meet SDLC standards.
Create robust, high quality technical solutions for business and technology customers.
Align the needs of business units with the capabilities of IT.
Participates in delivery of fully tested applications or components of more complex applications for System and Acceptance Testing.
Lead others in conforming to corporate and IT standards and directives while embracing the future direction of Information Technology to successfully execute technical efforts.
Performs application and technical problem-solving including advice, guidance and mentoring to staff.
Conduct formal Integration Testing (IT) and ensure testing is compliant with the approved integrations test plan and expected results.
Create and execute implementation plan for technical deliverables as well as providing production support.
Collaborate with other technology and development staff to provide solution alternatives that ensure key deliverables are achieved.
Uses business knowledge to support business case development that leverage the appropriate level of qualitative and quantitative information to support business objectives.
Create and modify technical processes, designs, and solutions as required.
Identify and support resolution of risks that could impact ability to deliver results within the stated objectives.
Understand and manage the effect of change (regulatory, market or internal) on business processes, IT solutions and tools.
Ability to lead multi-deliverable technical efforts.
Ability to work collaboratively with key stakeholders from both IT and Business.
Recommended Skills Api Agile Methodology Business Planning Business Processes Business Requirements Call Centers Apply to this job.
Think you're the perfect candidate? Apply on company site Estimated Salary: $20 to $28 per hour based on qualifications.
Qualifications:
5 years' experience using VISIO to create Call Flows for Telephony platform5 years' experience with Telephony Call Center Platform5 years' experience with Data Analytics / Operational Reporting - Tableau, SQL, Excel5 years' experience with IVR Computer Telephony Integration (CTI) Screen Pops on platforms such as Genesys, Avaya, and Cisco5 years' System Analyst experienceExperience with IVR, Call Routing, Call Recording, WFM and Operational ReportingPreferred
Qualifications:
5 years' experience with Telephony (Genesys Multi-Cloud CX and Genesys Cloud platforms)5 years' experience working with API integration within Telephony Infrastructure5 years' experience with Nuance - Natural Language Understand (NLU), Speech Recognition1 year experience with Agile and Kanban project delivery methodologies1 year experience with validating telephony data and voice network architecture diagramsPerforms tasks executing and modifying processes, plans and design when neededFull ownership for one or more processes, procedures, or productsKey Responsibilities and DutiesSupport successful implementation of Telephony Call Center projects and updates in the Genesys Cloud platforms.
Create Detailed Dialog Specification (DDS) and Call Flow design documents.
Document the technical / network requirements, design, and testing information to ensure quality output that meets stated business needs.
Provides Forecast and Benefit metrics for Call Volumes, Call Reduction, AHT, IVR resolution rate etc.
Create User Stories and manage Product Backlog for agile (Kanban) delivery methodology.
Deliver end to end application solution components on time and within budget that meet the stated business needs and conform to IT methodologies and Data Management practices.
Create Project Documentation / artifacts that meet SDLC standards.
Create robust, high quality technical solutions for business and technology customers.
Align the needs of business units with the capabilities of IT.
Participates in delivery of fully tested applications or components of more complex applications for System and Acceptance Testing.
Lead others in conforming to corporate and IT standards and directives while embracing the future direction of Information Technology to successfully execute technical efforts.
Performs application and technical problem-solving including advice, guidance and mentoring to staff.
Conduct formal Integration Testing (IT) and ensure testing is compliant with the approved integrations test plan and expected results.
Create and execute implementation plan for technical deliverables as well as providing production support.
Collaborate with other technology and development staff to provide solution alternatives that ensure key deliverables are achieved.
Uses business knowledge to support business case development that leverage the appropriate level of qualitative and quantitative information to support business objectives.
Create and modify technical processes, designs, and solutions as required.
Identify and support resolution of risks that could impact ability to deliver results within the stated objectives.
Understand and manage the effect of change (regulatory, market or internal) on business processes, IT solutions and tools.
Ability to lead multi-deliverable technical efforts.
Ability to work collaboratively with key stakeholders from both IT and Business.
Recommended Skills Api Agile Methodology Business Planning Business Processes Business Requirements Call Centers Apply to this job.
Think you're the perfect candidate? Apply on company site Estimated Salary: $20 to $28 per hour based on qualifications.
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