Interpreting business needs and requirements and utilizing Genesys intelligent routing capabilities to design, build, test, implement and maintain creative routing solutions to provide better service for our customers.
End -to-end call flow design/configuration and call delivery
Support all call routing RTP changes, projects, new site implementations, on-boarding, conversions and upgrades.
Design and implement contingency routing solutions to maintain call delivery to appropriate queues during outages and system issues in order to mitigate customer impact.
Key Skills :
Medium to Advanced skills of telephony, Genesys, ISF and Call routing framework
Proficiency with Office applications (MS Excel , MS Powerpoint, MS Access, Visio, SharePoint)
Key Competencies:
Strong understanding of the Genesys,Praesto and Call routing framework
Ability to connect with LOB business partners and understand the impact and ROI for the configuration changes being requested
Excellent written and oral communication skills, and strong presentation skills
Results and client focused with a sense of urgency
Self-starter, works well independently and as a team player
Ability to thrive in a dynamic and fast-paced environment
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.