Genesys Consultant - Houston, TX (Hybrid)
Position: Genesys Consultant Location: Houston, TX - HybridDuration: Long Term ResponsibilitiesJob description: Effectively communicate and engage with business stakeholders and peers to gather requirementsWork closely with contact center managers and agents to understand their needs and challengesAbility to balance long-term strategic goals with short-term operational needsIdentify opportunities to streamline contact center processesDevelop user stories and acceptance criteria to drive functional, non-functional, and system requirements for development teamsAbility to partner with cross-functional teams across ResMed in different time zonesWork with solution architects and platform architect teams to design solutions based on signed-off requirementsPresent developed features and functionality to business stakeholdersFacilitate User acceptance testing with identified users and obtain sign-off for implementationPerform impact analysis for scope change requests and document changes to requirements, business processes configuration and data mappingIdentify opportunities to optimize processes and apply technology solutions that align with growth objectivesFollow change management processes defined within ResMedProvide post-implementation supportQualificationsBachelor''s in computer science or related field8 years of experience with a focus on contact center operationsStrong understanding of contact center technologies, including CRM systems, IVR, ACD and workforce management toolsExperience with contact center software platforms, RingCentral. This is mandatoryFamiliarity with customer experience CX and customer journey mappingOracle ERP experience is a plusStrong business acumen with a customer-first mindsetExcellent written and verbal communication skillsProven ability to analyze complex business processes and develop effective solutionsStrong analytical and problem-solving skills with a keen attention to detailKnowledge of agile methodologies and project management principlesSkillsMandatory Skills: Genesys Contact-Center