Genesys Specialist

The RoleAs a Genesys Specialist, responsible for managing and monitoring routing applications and any related Genesys activity involved in planning, developing, and testing inbound, outbound, and in-queue email routing applications developed with Genesys Cloud. The purpose of this role is to maximize Genesys solution to increase the productivity and efficiency of Inbound, Outbound, and Non-Voice Agents, to meet established KPIs. How you'll contributeDetermine all available Genesys features to maximize productivity and utilization.Monitor and update established processes to enhance Genesys performance.Develop other reports to maximize data analysis.Ensure designed strategies and procedures are being followed by subordinates through clear and effective communication.Test and implement innovative strategies and modifications to Genesys using specific pilots and champion-challenger experiments, communicating with Shared Service Department and CCD Division head regularly.Regularly communicate with the team about anomalies in performance and implement corrective actions accordingly.Identify new (soon to be released) Genesys features which would be beneficial for the BankGenesys IVRS expert (has basic knowledge of IVRS) both on technical and user experienceAbility to make sound decisions by basing them on historical dataWhat we’re looking forBachelor's degree in Mathematics/Statistics, Economics, Finance/Accountancy/Banking, Industrial, Computer Science/Information TechnologyAt least 1 year experience handling Genesys Excellent communication and interpersonal skills Has to experience in handling Genesys products and features (preferably IVRS but okay with other products)