Job Description

Must Have's:

1. Amazon Connect
2. AWS Quicksight
3. Genesys Customer Experience

JD:

Contact Center Modernization – Genesys to Amazon Connect Migration

The Contact Center Modernization project aims at migrating all Lines of Business using Genesys as their Contact Center solution to Amazon Connect – a 100% cloud based Omni channel contact center to support the ever-evolving customer journey by providing superior customer service across voice and chat at a lower cost.

Role: Business Analyst & – Reporting & Analytics, Design Owner

Responsibilities:

1. Review existing Contact Center reporting capabilities (real time, historic & analytics) with Lines of Business and map capabilities to target state Amazon Connect platform.
2. To the extent feasible, satisfy reporting requirements for Lines of Business migrating to Connect using out of the box capabilities in Connect.
3. Document reporting capabilities that require custom solutions and assist development team with the design of the reporting framework.
4. Partner with Enterprise Data Office & Business Insights team to assist Lines of Business with data mapping for historical reporting via Enterprise Data Lake.
5. Build knowledge base (user guides, trainings/demo) and provide assistance for Lines of Business with their reporting queries.
6. Conduct Customer Interviews & Discovery sessions with Lines of Business to migrate Contact Centers from legacy Genesys to target state cloud platform – Amazon Connect.
7. Analyze existing contact center capabilities for Lines of Business and map capabilities to target state Amazon Connect platform.
8. Review existing call flows with business stakeholders and identify changes to existing business functionality based on conversion to Truist standard – Connect.
9. Document the identified changes as requirements and design the target state call flows.
10. Organize walkthrough of business requirements and call flows for project stakeholders.
11. Guide development and QA teams in the development and testing phases respectively.
12. Support Lines of Business in User Acceptance Testing.
13. Prioritize and schedule migration based on LOE and overall readiness.

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