Remote - Telephony Business Analyst

It’s a great time to join AAA The Auto Club Group! 

JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD

Job Type:

Full time

 

Exempt/Non Exempt:

 

Salary

Job Description:

 

Primary Duties and Responsibilities

This position will help to identify opportunities to drive increased adoption and drive ROI of our telephony system.

The incumbent plays a variety of roles from leading design sessions with customers, creating design documentation, testing, and training stakeholders on Genesys routing platforms. This position may serve as a project or internal team escalation point for any concerns related to the desired customer experience, mostly in design and testing phases of the project. The type of work may include designing and implementing new call flows, development of new skills/workgroups, and support of new IVR flows.  Responsible for creating and documenting best practices for design, testing, and training.

Total Compensation Overview

• Workforce Telephony Consultant will earn a competitive salary of $74,900.80 - $116,521.61 annually with annual bonus potential based on performance.

• Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:

• 401k Match

• Medical

• Dental

• Vision

• PTO

• Paid Holidays

• Tuition Reimbursement

Required Qualifications

Education:

• Bachelor’s degree in Computer Sciences, Data Sciences, Information technology, Computer Programing, or Software Engineering, or equivalent work experience required

Experience:

• 5+ years of experience and proven experience with Genesys contact center technology.

• 4+ years of experience deploying, testing, and supporting technology projects in a customer facing environment.

Knowledge and Skills:

• WFM Principles; WFM Tools such as Alvaria, NICE IEX, Verint, Genesys, & Intradiem; Telephony Platforms such as Genesys i3, Genesys Cloud, Five9, Avaya, & Cisco

• Design, implement, and maintain Genesys contact center solutions to maximize staff efficiency and improve customer experience.

• Configure and optimize contact center infrastructure to meet business requirements.

• Provide technical guidance and support to project teams during implementation, testing, and deployment phases.

• Conduct performance tuning, optimization, and monitoring of Genesys solutions to ensure optimal performance and resource utilization.

• Work with Technology Team to integrate Genesys software with existing systems and applications.

• Troubleshoot and resolve issues related to Genesys telephony.

• Provide technical support and guidance to ensure optimal performance and reliability.

• Collaborate with cross-functional teams to develop customized solutions.

• Document technical designs, configurations, and procedures, and provide training to client teams as needed.

Preferred Qualifications

• Advanced Excel, Tableau, SQL, and PowerBI skills

• Experience with modeling data in relational databases or OLAP Cubes

• Team player and strong ability to work with other disciplines across departments

Work Environment

This is a hybrid work arrangement (time spent in office and remote). Depending on the employee's role and leadership's assessment, some employees will come in to an ACG facility on a weekly basis, a monthly basis, or on an "as needed" basis for key meetings and collaborative activities. Most employees will be required to come into the office, at a minimum, for important departmental meetings or teambuilding events.

Who We Are

Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s