Optimizing Customer Experience Through Routing Excellence

3 days ago

Dublin, Dublin City, Ireland beBeeAnalyzer Full time €40,000 - €80,000

Transform Customer Experiences with Optimized Routing

A collaborative and fast-paced environment is what you can expect when working in our Channel Performance and Optimization team. As a key contributor, you will play a pivotal role in ensuring seamless customer journeys across various channels.

We are seeking an analytical and highly organized individual to join our team. The ideal candidate will possess exceptional communication skills, experience working as a Genesys administrator or contact routing administrator, and a deep understanding of routing configuration and rules.

This role involves collaborating with technical teams to drive optimization of routing rules and flows, maintaining industry knowledge of current and evolving technologies, and defining routing prioritization strategies. You will also work closely with CS operations and engineering teams to ensure reliable operations and SLAs are met or exceeded.

Responsibilities:

  • Collaborate with technical teams to drive optimisation of the routing rules and flows to ensure optimum customer experience and business efficiency
  • Collaborate with technical teams and product managers to drive requirements & strategy for customer contact channels
  • Maintain industry knowledge of current & evolving technologies for channel routing and optimisation
  • Define and drive routing prioritisation including hours of coverage, overflows and service level protection
  • Work closely and collaboratively with CS operations and engineering teams to ensure reliable operations and SLAs are met or exceeded

Requirements:

  • Strong technical CS experience in large scale operations
  • 3+ years experience in similar role supporting channel routing, rules and configuration
  • Experience as a Genesys administrator is a plus.
  • Bachelor's degree ideally in a business discipline
  • Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones
  • Demonstrated interpersonal skills to interface well with operations and business partners at all levels
  • Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders
  • Strong customer engagement and relationship management skills
  • Comfortable in an ambiguous matrixed organisation
  • Strategic platform and system thinker who can balance big picture strategy with detailed, flawless execution
  • Creativity and ability to work independently with limited guidance with proven ability to create structures and develop operational concepts
  • High tolerance for ambiguity and ability to perform under pressure to meet deadlines
  • Self-motivated and driven, used to being in a fast-paced environment
  • Analytical - ability to tell a story with data and metrics, well developed problem solving and analytical skills , strong attention to detail

Join our organization committed to fostering an inclusive and diverse workplace culture. We encourage all qualified individuals to apply.

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