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Principal Business Systems Analyst

Company: Horizontal Talent
Location: Minnetonka
Posted on: August 5, 2022

Job Description:


  • Seeking senior-level technical thought leader to establish and drive technical strategy in the area of contact center routing, including advanced routing strategies such as behavioral pairing, context and intent-based personalization, and orchestration of cross-channel, blended experiences.
  • The ideal candidate will have advanced knowledge of contact center technology, contact routing tools and strategies, performance metrics, and interoperability/dependencies between technologies.
  • The position will drive capability strategy, technical planning, and roadmap delivery for an assigned product area, oversee the work of junior resources supporting this portfolio, and be a primary resource for helping businesses drive enhanced customer engagement, improve service and NPS, and drive operational efficiencies.
  • In this role, you will be responsible for overseeing the lifecycle of new, existing or acquisition capabilities in the OmniChannel space.
  • You will review product performance against expectations and facilitate or influence changes to your product portfolio to improve competitive position and optimal performance.
  • You will work with internal and external business constituents to determine future capability and feature direction and respond to technology inquiries.Team and Team size:
    • The contractor will operate within a larger team of business systems analysts, ranging from SG20 to SG26. We are looking for someone specifically to provide advanced Genesys routing expertise.Required Qualifications:
      • 10+ years of experience in IT Technical leadership roles, including 10+ years as a senior technology SME in the area of contact center technology.
      • 5+ years of specific experience with contact center routing and personalization technology, and application of routing technologies to diverse, high-volume contact centers.
      • 3+ years with Genesys MultiCloud CX (formerly known as PureEngage)
      • Experience with both voice and digital routing capabilities and strategies.Preferred Qualifications:
        • Bachelor's Degree
        • Experience with business consulting in the area of technology
        • Experience driving presentations and delivering them to executive level stakeholders
        • Experience producing Product Demos and Product information materials
        • Experience working in an Agile environment
        • Experience with presence and diplomacy
        • Experience using communication skills that are tailored to audiences appropriately
        • Experience with facilitation and negotiation skills .

Keywords: Horizontal Talent, Minnetonka , Principal Business Systems Analyst, Professions , Minnetonka, Minnesota

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