Contact Routing Analyst
Job Summary
As a full-time remote Contact Routing Analyst, the successful candidate will manage contact routing configurations across voice, chat, and email, ensuring high-quality service standards while collaborating with cross-functional teams to optimize customer experiences.
Key responsibilities
- Arranging and handling routing metadata and objects in Genesys, including queues, skills, and priorities
- Providing analysis and consultation on routing solutions for global projects and business requests
- Collaborating with various teams to validate changes, coordinate testing, and track post-launch performance
Required qualifications
- Bachelor's degree plus 3+ years of experience in a systems analyst or contact center technology role
- Hands-on experience with Genesys Cloud routing elements and contact center techniques
- Strong ability to translate business requirements into functional requirements and system configurations
- Experience with Jira or similar tools for managing epics, user stories, and defect tracking
- Proven troubleshooting and analytical skills in routing and configuration problem-solving
Complete Job Description
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