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Call Center Operations - Business Systems Analyst I job in Westerville

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J.P. Morgan Chase jobs
Country:  United States
State:  Ohio (OH)
City:  Westerville
Job Category:  Other
  • Consult with Business teams to understand requests, providing solutions that meet business requirements within established design principles and internal processes
  • Collaborate with IT teams to design and implement new solutions, maximize operating efficiencies and reduce cost
  • Design, build, document, test, implement and maintain Genesys interaction Routing configuration, and business routing logic and strategies for multiple business
  • Troubleshoot issues and coordinate efforts of internal departments and vendors to ensure proper call routing and CTI data passage
  • Primary 24x7 on-call support for call routing issues on a rotating basis
  • Provide first level support on priority issues escalation

Technical skills:
  • 3 years technical or operational interaction routing background supporting high volume, multi-site Contact Centers preferred Knowledge base/Education
  • Experience with Genesys/Cisco inbound Call Routing strategies/orchestration or Aspect/UIP preferred
  • OMNI channel experience preferred
  • IP enabled Contact Centers experience is preferred General skills/attributes
  • Ability to troubleshoot most issues around Genesys configuration and/or call routing logic
  • Technical and process expert. Must be able to explain technical detail and provide guidance to internal stakeholders
  • Detail oriented and technically savvy
  • Excellent time management skills and ability to adapt priorities based on changing business needs
  • Strong analytical and presentation skills
  • Excellent interpersonal skills; Excellent oral and written communication skills
  • Demonstrated ability to work in a dynamic, fast paced and demanding environment •Bachelors or Technical degree required
  • To be considered for this position you may be required to do a video interview powered by Hire Vue.
Position Type:  Full Time
Employer:  J.P. Morgan Chase


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