Offer summary

Qualifications:

5+ years in a contact center support environment with strong experience in Genesys cloud CX platform., 2+ years of experience in data analysis within an IVR or contact center setting., Degree in Information Systems, Computer Science, Statistics, or a related field., Proficiency in Microsoft Excel, SQL, and experience with Tableau or Power BI..

Key responsabilities:

Create and manage Genesys reporting for centralized data analytics in contact center teams.

Analyze caller behavior data to facilitate data-driven decision making and improve contact outcomes.

Design and develop custom reports and dashboards to visualize data and identify trends.

Collaborate with stakeholders to enhance the IVR experience based on analysis findings.

Job description

· Create, implement, interpret and manage all Genesys reporting to drive consistent definition and centralized data analytics for all contact center teams and programs

· Analyze caller behavior data from IVR applications and Genesys platform to facilitate data-driven decision making to ensure successful contact outcomes

· Utilize call and IVR data to determine contact center change initiative success and recommending adjustments to improve success rates and containment

· Review, combine, filter, analyze and leverage data from multiple sources to ensure continuous improvement of service and support performance

· Design and develop custom Tableau and/or Power BI reports and dashboards to visualize caller behavior data, identify trends and recommend areas for improvement

· Utilize Genesys data to create short- and long-term forecasting plans for current and new programs and supporting schedule recommendations per contract operation hour guidelines

· Collaborate with internal and external stakeholders to identify opportunities for improving the IVR experience based on analysis findings

· Develop and maintain a deep understanding of IVR application functionality and user flows

· Provide data-driven insights and recommendations to inform design decisions and improve overall caller experience

· Create and automate repetitive steps to ensure consistency and efficiency for the data used by the contact center teams

· Partner with key stakeholders to make data-driven recommendations on contact center staffing, process and workflow improvements to ensure contact center efficiency and success.

· Support API data transfers from Genesys, ensuring accuracy and consistency of data flows to enterprise systems

· Maintain and enhance contact center data models, ensuring scalability, accuracy and alignment with operational needs

· Develop and maintain documentation for data structures, processes and integration workflows

Requirements

· 5+ years in a contact center support environment, strong recent experience in utilizing Genesys cloud CX platform

· 2+ years of experience in data analysis in an IVR or contact center environment

· Strong expertise in Genesys CX platform data management and analysis

· Degree in Information Systems, Computer Science, Statistics, or related field

· Experience with Tableau, Power BI or other business intelligence tools required, using multiple sources to design a cohesive data-driven approach to contact center KPIs and success measurements

· Proficiency in Microsoft Excel and SQL

· Knowledge of user experience (UX) design principles and human-computer interaction

· Experience supporting extract, transform and load (ETL) development

Required profile