Role Purpose

Requirements Gathering:

• Conduct detailed current state analysis of the existing Genesys IWD and IVR systems to understand and document functionalities, workflows, and system interdependencies.
• Work closely with stakeholders to gather and document business and technical requirements for the new platform.
• Identify, document, and analyze business requirements using analytical and critical thinking abilities to propose appropriate solutions
• Possess strong communication skills to effectively convey findings and plans to key stakeholders within the organization

• Coordinate and participate in testing activities to ensure the new system meets business requirements and functions correctly.
• Support with development of any training materials and provide support to end-users during and after the implementation of the new system.

• Liaise with vendors to ensure delivery aligns with agreed specifications and timelines.
• Act as a liaison between business stakeholders and technical teams.
• Facilitate stakeholder engagement, conduct workshops and interviews, and collaborate with technical teams to assess and validate proposed solutions

• Responsible for analyzing contact centre data to generate insights, track key performance indicators (KPIs), and provide regular reports to management.
• Monitor project progress and provide regular updates to the program team and other stakeholders.