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Genesys Call Routing Analyst I - Columbus, OH

Job Description

As a Business Systems Analyst you will be part of the Call Routing team delivering Telephony solutions supporting the Chase customer’s experience when they contact our CCB Call Centers.   The Call Routing team is part of Operations Infrastructure within CCB Operations and is responsible for developing and managing Centers of Excellence focused on business support capabilities that reach across the various CCB business functions. 

You will be accountable for interpreting business requirements and implementing technical call routing solutions in collaboration with our senior leaders across CCB.  This role will perform research and analysis - recommend solutions and drive decisions that make a positive impact for our customers.  You will own and champion multiple business/technical processes, standards and controls.  The technical aspects of your role will include the ability to create and maintain complex configurations within Genesys, troubleshoot issues and coordinate efforts with stakeholders and other internal operations and technology teams.   

•Consult with Business teams to understand basic  requests,  providing solutions  and business requirements that solves the need.

•Collaborate with IT teams to design and implement new solutions,  maximize operating efficiencies and reduce cost  

•Design, build, document, test, implement and maintain Genesys Call Routing configuration, and business routing logic and strategies for multiple business (COM)

•Troubleshoot issues, and coordinate efforts of internal departments and vendors to ensure proper call routing and CTI data passage

•Primary 24x7 on-call support for call routing issues on a rotating basis

•Provide first level support on priority issues escalation

 

Technical skills

3+ years technical and call routing background supporting high volume, multi-site Contact Centers preferred

Knowledge base/Education

Strong experience with Genesys Call Routing Platform OR Aspect/UIP

Voice and Data Network Infrastructure knowledge

IP enabled Contact Centers experience is preferred

General skills/attributes

Ability to troubleshoot most complex issues around Genesys configuration and/or  call routing logic; 

Technical and process expert. Must be able to explain technical detail and provide guidance to internal stakeholders

Detail oriented and technically savvy

Strong analytical and presentation skills

Excellent interpersonal skills; Excellent oral and written communication skills

Demonstrated ability to work in a dynamic, fast paced and demanding environment

Bachelors or Technical degree preferred

Req #: 160029994
Location: Westerville, OH US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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