Prozessmanager / Business Analyst Genesys CX (w/m/d)
Core
Central interface between Operations, Business, and IT to manage, automate, and continuously improve customer contact processes and the Genesys CX platform.
Role type
Senior Business Analyst / Project Manager (Genesys CX)
Builds
Optimized customer contact routing strategies, automated processes, and improved Genesys CX configurations.
Domain
Contact Center Operations / Customer Experience Management
Required skills
Genesys CX/Cloud CX expertise, Task/Work Routing configuration, Contact Center process analysis, KPI analysis, Solution design, Project management, Stakeholder management
Preferred skills
AI and Automation technologies, Predictive Routing, Intelligent Routing strategies
Technologies
Genesys CX, Genesys Cloud CX, AI, Automation, Predictive Routing
Responsibilities
Analyze operational requirements and translate them into technical solutions; Manage Genesys projects from concept to implementation; Configure and administer Genesys CX; Develop and optimize routing strategies; Analyze Contact Center KPIs to identify improvement potentials; Evaluate new Genesys features and AI/automation innovations.
Seniority
Senior, hands-on IC
