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Job Description:

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 thecontact 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 desireduser 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