Genesys Consultant - Houston, TX (Hybrid)

Position: Genesys Consultant

Location: Houston, TX - Hybrid

Duration: Long Term

Job description:

Responsibilities

• Effectively communicate and engage with business stakeholders and peers to gather requirements
• Work closely with contact center managers and agents to understand their needs and challenges
• Ability to balance long-term strategic goals with short-term operational needs
• Identify opportunities to streamline contact center processes
• Develop user stories and acceptance criteria to drive functional, non-functional, and system requirements for development teams
• Ability to partner with cross-functional teams across ResMed in different time zones
• Work with solution architects and platform architect teams to design solutions based on signed-off requirements
• Present developed features and functionality to business stakeholders
• Facilitate User acceptance testing with identified users and obtain sign-off for implementation
• Perform impact analysis for scope change requests and document changes to requirements, business processes configuration and data mapping
• Identify opportunities to optimize processes and apply technology solutions that align with growth objectives
• Follow change management processes defined within ResMed
• Provide post-implementation support

Qualifications

• Bachelor''s in computer science or related field
• 8 years of experience with a focus on contact center operations
• Strong understanding of contact center technologies, including CRM systems, IVR, ACD and workforce management tools
• Experience with contact center software platforms, RingCentral. This is mandatory
• Familiarity with customer experience CX and customer journey mapping
• Oracle ERP experience is a plus
• Strong business acumen with a customer-first mindset
• Excellent written and verbal communication skills
• Proven ability to analyze complex business processes and develop effective solutions
• Strong analytical and problem-solving skills with a keen attention to detail
• Knowledge of agile methodologies and project management principles

Skills

Mandatory Skills: Genesys Contact-Center