Spezialist Contact Center & Genesys (m/w/d) - 50%
Core
Support the continuous development and optimal use of the Genesys Contact Center solution in customer service by analyzing processes, identifying improvement potentials, and coordinating requirements between customer service, business units, and IT.
Role type
Contact Center Solution Specialist (Genesys)
Builds
Optimized Genesys Contact Center platform features and processes (via careerplan.io/jobs/21146-2352404-S-spezialist-contact-center-genesys-mwd-50-at-jobrad-gmbh)
Domain
Customer Service / Contact Center Operations
Required skills
Genesys platform expertise, Contact Center process analysis, Requirements management, User Story creation, CRM integration (Salesforce), Reporting and data analysis
Preferred skills
Experience with ACD solutions, Knowledge of Contact Center and CRM system interactions
Technologies
Genesys, Salesforce
Responsibilities
Analyze existing processes and identify improvement potentials, Coordinate requirements between customer service, business units, and IT, Document requirements as User Stories and process descriptions, Optimize customer service processes including routing and distribution logic, Evaluate reporting and analysis data to derive improvement measures, Support changes, releases, and testing of new functions
Seniority
Mid-level, hands-on specialist
