Genesys BA Professional

IDESLABS PRIVATE LIMITED

6 - 11 years

7 - 11 Lacs

hyderabad

Posted:3 days ago| Platform:

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Skills Required

forecasting data migration routing bi tools wfm hive genesys python sentiment analysis bi microsoft azure knowledge management performance improvement artificial intelligence sql kms amazon ec2 java linux mysql hadoop sqoop aws amazon cloudwatch

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking for a skilled professional with 6-15 years of experience to join our team in the Employment Firms/Recruitment Services Firms industry. The ideal candidate will have a strong background in contact center operations and Genesys BA.

Roles and Responsibility

Manage data migration, storage, and management, including real-time and historical data.
Analyze contact center reporting and BI to optimize processes and improve performance.
Implement WFM process, forecasting, scheduling, routing, and queue optimization.
Develop and maintain knowledge management systems (KMS) for agent assist and sentiment analysis.
Collaborate with teams to implement AI/Gen AI enabled agent assist and routing.
Optimize processes to improve efficiency and productivity.

Job Requirements

Must have experience in a contact center environment with skills in Genesys BA.
Strong understanding of data migration, storage, and management principles.
Experience with contact center reporting and BI tools is required.
Knowledge of WFM process, forecasting, scheduling, routing, and queue optimization is essential.
Familiarity with KMS and sentiment analysis is necessary.
AI/Gen AI enabled agent assist and routing experience is preferred.

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