Contact Routing Analyst

Posted yesterday

virtual vocationsDenver (CO)

Computer Systems AnalystsTelemarketing Bureaus and Other Contact Centers

SENIORITY

Senior

About the role

As a full-time remote Contact Routing Analyst, the successful candidate will manage contact routing configurations across voice, chat, and email, ensuring high-quality service standards while collaborating with cross-functional teams to optimize customer experiences. Key responsibilities Arranging and handling routing metadata and objects in Genesys, including queues, skills, and priorities Providing analysis and consultation on routing solutions for global projects and business requests Collaborating with various teams to validate changes, coordinate testing, and track post-launch performance Required qualifications Bachelor's degree plus 3+ years of experience in a systems analyst or contact center technology role Hands-on experience with Genesys Cloud routing elements and contact center techniques Strong ability to translate business requirements into functional requirements and system configurations Experience with Jira or similar tools for managing epics, user stories, and defect tracking Proven troubleshooting and analytical skills in routing and configuration problem-solving

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