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Genesys - Omni Chanell Analyst

In United States

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Genesys - Omni Chanell Analyst   

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JOB TITLE:

Genesys - Omni Chanell Analyst

JOB TYPE:

JOB SKILLS:

JOB LOCATION:

Minneapolis United States

JOB DESCRIPTION:

IDEAL BACKGROUND: The ideal candidate has a strong background in voice and data telecommunications working with software vendors such as Genesys, Avaya and Cisco. They must be well versed in translating business to technical requirements specifically for call center agent migrations across technology platforms as well as other Omni related channels such as IVR, chat, SMS, email. Co-browse, and chat/voice bots. For this role at Optum, we are migrating agents from Avaya/Cisco to a Genesys platform.

TOP REQUIREMENTS: Genesys technical implementation knowledge or related skills with a similar software vendor, Business requirements gathering and analysis for call center agent migrations, Ability to lead a large cross-functional team.

  • ** What experience will set candidates apart from one another? Proven ability to lead large enterprise call center agent migrations between technology platforms.
  • Leads and participates in the planning, analysis, and design tasks related to the establishment and implementation of an enterprise OmniChannel architecture.
  • Defines and communicates the contact center architecture vision for business and technical strategies across contact center infrastructure, applications, personalization, and agent desktop capabilities including end-points (phones).
  • Engages in business analysis and design for contact routing, personalization, OmniChannel, and self-service analysis and design.
  • Analyzes and defines business and agent desktop requirements, which evolve over time into an enterprise framework to form a single holistic set of OmniChannel business capabilities.
  • Translates enterprise and/or business requirements into long-term technical architecture, OmniChannel, and data lake solutions.

What software tools/skills are needed to perform these daily responsibilities?

Telecommunications background, Genesys software call flow analyst, business and technical analyst, Technical writer.

What skills/attributes are a must have? Telecommunications background, Genesys software call flow analyst experience, experience in at least some Genesys Digital Technologies/Channels (Chat, SMS, Email, Co-Browse etc.)

What skills/attributes are nice to have? Business and technical analyst, Technical writer

Initial interview will be a 30 minute audio call followed by another round or two with other team members.

gy platforms. This role brings a holistic perspective of real-time communications, information, and architectures, and both leads and collaborates across functional teams for acceptance and alignment with overall enterprise business strategies and technology initiatives.

Position Details

POSTED:

Sep 30, 2022

EMPLOYMENT:

INDUSTRY:

SNAPRECRUIT ID:

S16528896309992139

LOCATION:

United States

CITY:

Minneapolis

Job Origin:

OORWIN_ORGANIC_FEED

A job sourcing event
In Dallas Fort Worth
Aug 19, 2017 9am-6pm
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<p>IDEAL BACKGROUND: The ideal candidate has a strong background in voice and data telecommunications working with software vendors such as Genesys, Avaya and Cisco. They must be well versed in translating business to technical requirements specifically for call center agent migrations across technology platforms as well as other Omni related channels such as IVR, chat, SMS, email. Co-browse, and chat/voice bots. For this role at Optum, we are migrating agents from Avaya/Cisco to a Genesys platform.</p> <p>TOP REQUIREMENTS: Genesys technical implementation knowledge or related skills with a similar software vendor, Business requirements gathering and analysis for call center agent migrations, Ability to lead a large cross-functional team.</p> <ul> <li>** What experience will set candidates apart from one another? Proven ability to lead large enterprise call center agent migrations between technology platforms.</li> </ul> <ul> <li>Leads and participates in the planning, analysis, and design tasks related to the establishment and implementation of an enterprise OmniChannel architecture.</li> <li>Defines and communicates the contact center architecture vision for business and technical strategies across contact center infrastructure, applications, personalization, and agent desktop capabilities including end-points (phones).</li> <li>Engages in business analysis and design for contact routing, personalization, OmniChannel, and self-service analysis and design.</li> <li>Analyzes and defines business and agent desktop requirements, which evolve over time into an enterprise framework to form a single holistic set of OmniChannel business capabilities.</li> <li>Translates enterprise and/or business requirements into long-term technical architecture, OmniChannel, and data lake solutions.</li> </ul> <p>What software tools/skills are needed to perform these daily responsibilities?</p> <p>Telecommunications background, Genesys software call flow analyst, business and technical analyst, Technical writer.</p> <p>What skills/attributes are a must have? Telecommunications background, Genesys software call flow analyst experience, experience in at least some Genesys Digital Technologies/Channels (Chat, SMS, Email, Co-Browse etc.)</p> <p>What skills/attributes are nice to have? Business and technical analyst, Technical writer</p> <p>Initial interview will be a 30 minute audio call followed by another round or two with other team members.</p> <p>gy platforms. This role brings a holistic perspective of real-time communications, information, and architectures, and both leads and collaborates across functional teams for acceptance and alignment with overall enterprise business strategies and technology initiatives.</p>


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