Job Description :
Role : Genesys Analyst
Location : Detroit MI
Duration : 8+ Months
Required skills :
Genesys Pure engage , Genesys Pure cloud
GATHER business requirements to Enhance and Develop CTI call flows, IVR and BACK END Services in GENESIS. SUPPORT PRODUCTION and SYSTEM Administration like user and queue management.
Monitor and TEST ACD component for Automated call routing based on multiple business rules & CTI Integration, VIP Caller Identification, Call monitoring, Scheduled Callbacks, Multiple call Queues. Document existing system flows for IVR, ACD and CTI. DEVELOP, TEST and DEPLOY new components of CALL FLOW, IVR INTEGRATION, AND BACK end services in Genesys. Recommends SYSTEM PROCESS IMPROVEMENT to business. ANALYZE Data and report based on feedback provided by survey tool to fulfill the end-user customer satisfaction.
System Administration CTI IVRACD Outbound Dialer Performance MgmtReporting)Desktop AnalyticsSpeech Analytics Quality Management (Call Recording and Screen Capture)Survey Tools