Genesys System Analyst - Charlotte, United States - Apexon

Description

Required Qualifications:

• 5 years' experience using VISIO to create Call Flows for Telephony platform
• 5 years' experience with Telephony Call Center Platform
• 5 years' experience with Data Analytics / Operational Reporting – Tableau, SQL, Excel
• 5 years' experience with IVR Computer Telephony Integration (CTI) Screen Pops on platforms such as Genesys, Avaya, and Cisco
• 5 years' System Analyst experience
• Experience with IVR, Call Routing, Call Recording, WFM and Operational Reporting

Preferred Qualifications:

• 5 years' experience with Telephony (Genesys Multi-Cloud CX and Genesys Cloud platforms)
• 5 years' experience working with API integration within Telephony Infrastructure
• 5 years' experience with Nuance – Natural Language Understand (NLU), Speech Recognition
• 1 year experience with Agile and Kanban project delivery methodologies
• 1 year experience with validating telephony data and voice network architecture diagrams
• Performs tasks executing and modifying processes, plans and design when needed
• Full ownership for one or more processes, procedures, or products

Key Responsibilities and Duties

• Support successful implementation of Telephony Call Center projects and updates in the Genesys Cloud platforms.
• Create Detailed Dialog Specification (DDS) and Call Flow design documents.
• Document the technical / network requirements, design, and testing information to ensure quality output that meets stated business needs.
• Provides Forecast and Benefit metrics for Call Volumes, Call Reduction, AHT, IVR resolution rate etc.
• Create User Stories and manage Product Backlog for agile (Kanban) delivery methodology.
• Deliver end to end application solution components on time and within budget that meet the stated business needs and conform to IT methodologies and Data Management practices.
• Create Project Documentation / artifacts that meet SDLC standards.
• Create robust, high quality technical solutions for business and technology customers.
• Align the needs of business units with the capabilities of IT.
• Participates in delivery of fully tested applications or components of more complex applications for System and Acceptance Testing.
• Lead others in conforming to corporate and IT standards and directives while embracing the future direction of Information Technology to successfully execute technical efforts.
• Performs application and technical problem-solving including advice, guidance and mentoring to staff.
• Conduct formal Integration Testing (IT) and ensure testing is compliant with the approved integrations test plan and expected results.
• Create and execute implementation plan for technical deliverables as well as providing production support.
• Collaborate with other technology and development staff to provide solution alternatives that ensure key deliverables are achieved.
• Uses business knowledge to support business case development that leverage the appropriate level of qualitative and quantitative information to support business objectives.
• Create and modify technical processes, designs, and solutions as required.
• Identify and support resolution of risks that could impact ability to deliver results within the stated objectives.
• Understand and manage the effect of change (regulatory, market or internal) on business processes, IT solutions and tools.
• Ability to lead multi-deliverable technical efforts.
• Ability to work collaboratively with key stakeholders from both IT and Business.