Related skills
data analysis routing dashboards ivr genesys📋 Description
- Collaborate with technical teams to optimize routing rules and flows.
- Collaborate with product managers on requirements and strategy for contact channels.
- Maintain knowledge of current and evolving channel routing technologies.
- Define routing prioritization including hours of coverage, overflows and SLA protection.
- Work with CS operations and engineering to ensure reliable operations and SLAs.
- Support real-time updates to channel routing and emergency announcements.
🎯 Requirements
- Strong technical CS experience in large-scale operations.
- 3+ years in a role supporting channel routing, rules and configuration.
- Genesys administrator experience is a plus.
- Bachelor's degree ideally in a business discipline.
- Exceptional collaboration and influencing skills across time zones.
- Interpersonal skills to interface with operations and partners at all levels.
🎁 Benefits
- Pay range: $100,000 - $115,000 USD.
- Bonus, equity, benefits, and travel credits may apply.
- Remote-eligible; must live in an eligible U.S. state.
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