3+ years of Routing Development Experience in Genesys Contact Center Solutions
Expert in Genesys Rules Engine and rules development
Experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and URS
Experience in troubleshooting routing issues in production.
Review and/or support the development of Contact Routing requirements/solutions for various contact experiences.
Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions.
Perform in-depth analysis to identify high-level business and functional requirements
Create and maintain requirements and functional documentation to support the development and QA processes while driving Contact Routing solutions with the stakeholders.
Design, develop, deploy and maintain global routing configurations.
Be the Point of Contact for routing related changes, and troubleshooting.
Become a subject matter expert on the various systems, functions, and global processes by Understanding the technology solutions and tools in place to be able to convey the existing or changing technology to the business in a non-technical manner.
Drive discussions to investigate/ troubleshoot on issues for resolution.
Documenting changes and presenting updates to Senior Leadership team.
Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations.
Being able to adapt/ be flexible to changing priorities and have the customer success as the focus to drive critical experiences/solutions.
Work with developers to manage sprints and perform Release Management tasks.
Ability to define and monitor KPIs on solutions to drive continuous improvement.
Analyze trends in product solutions to identify customer problems and new opportunities; partner with core teams to understand key drivers.
Ability to work across organizational departments and develop positive relationships.