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eBay is seeking a Senior Technical Analyst to support our Genesys routing platform and other service delivery systems globally. As a member of eBay’s Global Customer Experience team, the resource will be responsible for business and systems analysis and technical hands-on implementation of Genesys routing solutions. The ideal candidate should possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction contact channels/media. Will need to work closely with Service Delivery Teams, Telecom, Project management, Product Development, and QA teams to collaborate and design solutions, metrics, roadmaps, strategies, and team structure to ensure successful execution of project.
Review and support the development of functional requirements for Customer Experience solutions.
Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions.
Perform in-depth analysis to identify high-level business and functional requirements
Create and maintain requirements and functional documentation to support the development and QA processes while driving Contact Routing solutions with the stakeholders.
Design, develop, deploy and maintain global routing configurations.
Be the Point of Contact for routing related changes, and troubleshooting.
Become a subject matter expert on the various systems, functions, and global processes by Understanding the technology solutions and tools in place to be able to convey the existing or changing technology to the business in a non-technical manner.
Drive discussions to investigate/ troubleshoot on issues for resolution.
Documenting changes and presenting updates to Senior Leadership team.
Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations.
Being able to adapt/ be flexible to changing priorities and have the customer success as the focus to drive critical experiences/solutions.
Work with developers to manage sprints and perform Release Management tasks.
Ability to define and monitor KPIs on solutions to drive continuous improvement.
Analyze trends in product solutions to identify customer problems and new opportunities; partner with core teams to understand key drivers.
Ability to work across organizational departments and develop positive relationships.
Required Qualifications :
Bachelor’s degree in Management / IT
5+ years of industry experience in ecommerce/services industries
5+ years of prior experience as Business Systems Analyst or similar role.
Experience in Enterprise level architecture and in large scale global operations with conceptual understating of CRM applications.
Past technical experience in platforms to solutions/ designs for contact experiences
Comfortable with high pressure, high profile and fast-paced projects
Exposure to Technical Project management and Prioritization process
Strong written and verbal communication skills
Expertise in Excel, SQL and other similar tools for data analysis
Strong visualization skills or ability to put together a strong data narrative on solutions/experiences
Expertise in JIRA and Agile methodology.
Proven understanding of high-performing organizations with Release cycles.
Preferred Qualifications :
Experience in contact center operations, contact center technologies, and strategies.
3+ years of Routing Development Experience in Genesys Contact Center Solutions
Expert in Genesys Rules Engine and rules development
Experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and URS
Experience in troubleshooting routing issues in production.
Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.
Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/
eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected] We will make every effort to respond to your request for disability assistance as soon as possible.
For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement