Job
In this role, you analyze customer service processes, identify improvement potentials of the Genesys platform, and coordinate requirements with departments and IT for optimized contact center solutions.
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Job technologies
Your role in the team
- In this role, you support the continuous development and optimal utilization of our Genesys contact center solution in customer service.
- You analyze existing processes and usage possibilities, identify areas for improvement, and gather technical requirements.
- In this role, you coordinate the requirements between customer service, specialist departments, and IT, and oversee the implementation of optimizations.
- As a technical interface, you ensure that the existing functions of the Genesys platform are used sensibly, efficiently, and according to needs, and are continuously developed.
- Further development and optimization of the Genesys contact center solution, including the identification of unused features.
- Advising the departments on technical possibilities and suitable use cases.
- Recording, structuring, and aligning technical requirements as well as translating them into solution concepts, user stories, and process descriptions.
- Analysis and optimization of customer service processes, particularly routing, distribution logic, and service workflows.
- Analysis of reporting and analytics data, as well as deriving, prioritizing, and tracking improvement measures.
- Support with changes, releases, testing, as well as the implementation of new features and services.
- Coordination of Genesys with adjacent systems, especially Salesforce.
- Technical support for complex issues and disruptions.
Our expectations of you
Qualifications
- Knowledge in requirements management as well as in the structured collection, analysis, and documentation of technical requirements.
- Knowledge of the integration of Contact Center and CRM systems, ideally Genesys and Salesforce.
- Structured, independent, and solution-oriented working style, as well as confident communication and collaboration with technical and subject matter experts.
Experience
- Experience in Customer Service / Contact Center, especially with relevant processes and structures.
- Experience with contact center or ACD solutions, ideally Genesys.
- Experience with technical concepts, user stories, and process documentation.
- Experience with reporting and analytics tools as well as a strong analytical understanding of customer service and contact center processes.
What we offer
- Shape the mobility of tomorrow with us - in a culture driven by interpersonal interest, openness, and respect.
- Your ideas and who you are matter to us.
- We offer you space to unfold, a flexible working environment, and meaningful benefits.
- Grow in a diverse community where co-creation and exchange are truly practiced and desired.
Benefits
Work-Life-Integration
Health, fitness & fun
Job locations
About your employer
JobRad GmbH offers innovative solutions in the field of bicycle mobility and was founded in 2008 to promote company bike leasing in Germany.
- Established Company
- Onsite, Hybrid, Full Remote
- Internet, IT, Telecommunication
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