Responsibilities

• Lead the development and execution of the Genesys Telephony strategy (Call Routing, Softphone, IVR, Integrations, etc.).
• Collaborate with business units to understand their vision and ensure Telephony solutions align with broader service strategies.
• Document and manage requirements for multiple Lines of Business (LOBs), ensuring approval and clarity.
• Drive optimal user experiences through collaboration with stakeholders across LOBs.
• Partner with the Reporting Team to build and optimize Genesys reporting solutions.
• Track KPIs related to call center performance, including metrics from the migration from Avaya to Genesys.
• Analyze data and identify opportunities to improve call routing and reduce issues such as misdirects, abandonment, and containment.
• Define and support User Acceptance Testing (UAT) including scenarios and test cases.
• Use data analysis to enhance Genesys performance and user satisfaction.
• Prioritize and resolve issues and defects in collaboration with development and business teams.

Skills & Experience

• Expertise in Genesys Cloud Contact Center technologies, including ACD, predictive routing, IVR, queue treatment, Pulse Reporting, and Softphone.
• Proficient in Agile methodologies and tools like Azure DevOps, Miro, SharePoint, and Microsoft Office Suite.
• Strong understanding of call center KPIs: call containment, misdirects, user experience, cost savings, and average handle time.
• Proven ability to analyze metrics, identify improvements, and measure results.
• Strong communication, stakeholder management, and planning skills.
• Experience working in a Scrum or Agile team as a Product Owner.
• Background in supporting the rollout of new technologies.
• Experience in the insurance industry is preferred.

Qualifications

• 3+ years’ experience as a Product Owner or Business Analyst in a Genesys Contact Center environment.
• 3+ years’ experience in Agile and/or Scrum teams, with a strong grasp of backlog grooming and sprint planning.
• 2+ years’ experience in technology rollouts.
• Agile Product Owner certification preferred.

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