Contact Routing Analyst
Core
Design, configure, and optimize contact routing across voice, chat, and email channels to ensure peak efficiency of the Genesys Cloud routing platform for eBay's global customer experience.
Role type
Senior IC Contact Routing Analyst
Builds
Genesys Cloud routing platform configurations and optimized contact flows
Domain
Ecommerce / Contact Center Technology
Required skills
Genesys Cloud routing configuration, business requirements translation, Jira workflow management, cross-functional project coordination, routing performance analysis, contact center operations expertise
Preferred skills
AI/predictive routing initiatives, campaign/dialer setup, global multicultural environment experience
Technologies
Genesys Cloud, Jira (via careerplan.io/jobs/R0076980-contact-routing-analyst-at-ebay)
Responsibilities
Configure and maintain routing metadata (queues, skills, priorities, timeouts); translate business requirements into functional specs and system changes; analyze routing performance and recommend improvements based on CSAT, FCR, and AHT; coordinate releases and validate staging changes with QA teams; manage multiple projects of varying complexity across 40+ global regions.
Seniority
Senior, hands-on IC
