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Genesys Product Owner

Accuro Group
Bridgewater, NJ Full Time
POSTED ON 4/17/2025
AVAILABLE BEFORE 5/13/2025

Job Description

Job Description

Role : Genesys Product Owner

Location : Bridgewater NJ, Cary NC , Warwick, RI, Tampa FL

Experience : 10 Years

Duration : Long time contract

Role Description :

  • 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

    • Best Regards

    Sushil Singh| Lead Technical Recruiter

    Email : sushil.s@accurogroup.com

    direct : 1-919 364 0997 Ext : 162

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