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Job Description
Structured overview of role & requirementsAbout This Role
Design, configure, and optimize contact routing across voice, chat, and email channels using the Genesys Cloud platform for 40+ global regions.
Translate complex business requirements into precise routing configuration changes to enhance customer experience and operational efficiency.
Manage and coordinate multiple projects, working cross-functionally with Product, Engineering, CSTech, Operations, QA, and other teams to support 200+ marketplace projects per year and ensure smooth launches and post-launch performance monitoring.
Minimum Requirements
Bachelor's degree required.
Minimum 3+ years experience in systems analysis, contact center technology, or Genesys routing role.
Hands-on experience configuring Genesys Cloud routing objects including queues, skills, priorities, schedules, and channel routing logic.
Experience using Jira or similar tools for user stories, sprint planning, and defect tracking.
Ideal Candidate Profile
Experienced in global contact center operations supporting multiple regions with strong understanding of integrated contact center ecosystems (reporting, CRM, WFM).
Strong analytical and troubleshooting skills with ability to evaluate routing impacts, queue behaviors, and operational risks before implementation.
Proven ability to manage complex routing projects and collaborate cross-functionally, providing data-driven recommendations and clear communication to diverse stakeholders.