Expert Understanding of Contact Center KPIs: Call Containment, Call Misdirects, User experience, Cost Savings, Average Handle/Call Time Ability to determine needed enhancements based on analysis of metrics, and quantify the expected results Expert understanding of Agile Methodologies, Preferably certified Agile Product Owner Agile and DevOps methodology: Backlog grooming, Sprint Planning Excellent Communication, organization and planning skills Stakeholder Management Experience Required 3+ years' current experience working supporting Genesys Contact Center as Business Analyst or Product Owner 3+ years' current experience working on a Scrum and/or Agile team as Product Owner 3+ years' experience with creating documentation for communication with varied audiences 2+ years' experience working of rollout of new technologies Understanding of Insurance business preferred Location: Bridgewater NJ, Cary NC , Warwick, RI, Tampa FL preferred Please reply me with your updated resume and required details: Full Name: LinkedIn ID (Must To have as per exp) Best number to reach you: Work authorization/Visa Status: Current Location: Current Compensation: Expected Compensation: Best time to call you: Waiting for your earliest response Thanks & Regards ====== Salman Shaikh +1 781-896-2152 (Cell) Boston, MA Track impact of migration to IVR metrics such as Mis directs, containment and abandonment Define UAT Test scenarios and test cases, support UAT testing team Leverage metric and data analysis derived from application performance/availability, call center, user satisfaction surveys, user feedback and technical incidents to identify opportunities, Collaborate with Business leadership to identify opportunities to improve Call routing efficiency Prioritize and resolve issues and defects through collaboration within the delivery team and across the organization Technical & Professional Skills Required Expert understanding of Collaboration Tools such as Miro, Azure DevOps, SharePoint, Microsoft Teams, Microsoft Powerpoint, Microsoft visio Expert Understanding of Genesys Cloud Contact Center technologies such as Automatic Call Distribution and predictive routing, skill based routing, Call back assist, IVR, Queue Treatment, Pulse Reporting, Softphone.