What are the responsibilities and job description for the Genesys IVR Product Owner position at 360 Technology?
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 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 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.
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