Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

We are seeking a highly skilled and experienced consultant specializing in Contact Center Key Performance Indicators (KPIs) and Contact Center as a Service (CCaaS) to join our team. In this role, you will be responsible for providing expert guidance and support in optimizing contact center operations, monitoring and improving KPIs, and implementing CCaaS solutions.

Responsibilities:

• Conduct a thorough assessment of the current contact center operations, including KPIs, technology, and processes.
• Develop and implement strategies to improve contact center KPIs such as First Call Resolution, Average Handle Time, and Customer Satisfaction.
• Provide recommendations on CCaaS solutions that align with the organization’s goals and objectives.
• Collaborate with internal stakeholders to define and document contact center requirements for CCaaS implementation.
• Design and oversee the implementation of CCaaS solutions, ensuring smooth integration with existing systems and processes.
• Train and educate contact center staff on best practices for utilizing CCaaS tools and maximizing KPI performance.
• Monitor and evaluate the effectiveness of CCaaS implementation and make adjustments as needed to optimize performance.

Qualifications:

• Bachelor’s Degree in Business, Information Technology, or a related field.
• 5+ years of experience in contact center operations, with a focus on Operations, KPI measurement and optimization.
• Proven expertise in CCaaS solutions, such as Genesys, Five9, Avaya, NICE, or Talkdesk.
• Strong analytical skills and the ability to interpret data to drive decision-making.
• Excellent communication and presentation skills, with the ability to effectively convey complex technical information to non-technical stakeholders.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• If you are a results-driven professional with a passion for improving contact center operations through KPI measurement and CCaaS solutions, we invite you to apply for this exciting opportunity. Join our team and help us deliver exceptional customer experiences through innovative technology and strategic insights.

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Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.