Contact Routing Analyst

Job not on LinkedIn

🔥 4 hours ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $103.2k - $178.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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eBay

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1995

🛍️ eCommerce

👥 B2C

🏪 Marketplace

💰 Post-IPO Debt on 2022-11

eCommerce • B2C • Marketplace

eBay is a global eCommerce marketplace that allows individuals and businesses to buy and sell a wide variety of goods and services online. Founded in 1995, eBay provides a platform for auction-style sales as well as fixed-price listings, making it a go-to destination for shoppers looking for unique items. Its commitment to user experience includes features that enhance browsing, personalization of content, and seller tools to improve their market presence.

📋 Description

• Design, configure, and optimize contact routing across voice, chat, and email. • Arrange and handle routing metadata and objects in Genesys, including queues, skills, index mappings, priorities, timeouts, and configuration dependencies. • Provide analysis and consultation to GCX, Product Managers, and CSTech teams on routing solutions for global projects and run-the-business requests. • Evaluate the end-to-end customer and teammate experience for new projects or changes. • Support Marketplace projects by translating program needs into actionable changes, managing dependencies, and ensuring accurate, on-schedule launches. • Collaborate with product, engineering, operations, WFO/RTM, QA, and business teams to coordinate releases, confirm launch readiness, and track post-launch performance. • Validate staging changes, coordinate testing with QE teams, write test scenarios, support defect triage, and ensure accurate production migrations. • Analyze routing performance and platform reporting; identify gaps and recommend continuous improvements based on business outcomes. • Communicate with business and technology collaborators to collect requirements, drivers, and deadlines. • Manage multiple projects of varying size and technical complexity; drive cross-functional teams to complete tasks and report status and risks to leadership. • Craft and manage user stories, epics, and Jira work items through finalization with collaborators.

🎯 Requirements

• A Bachelor's degree plus 3+ years of experience in a systems analyst, contact center technology, or Genesys routing role. • Hands-on experience setting up Genesys Cloud routing elements, including queues, skills, priorities, schedules, wrap-up codes, and channel routing logic. • Strong ability to translate business requirements into functional/product requirements and system configuration changes. • Experience supporting cross-functional delivery involving product, engineering, operations, QA, and business collaborators in a contact center environment. • Experience with Jira or similar tools for epics, user stories, sprint planning, and defect tracking. • Experience with contact center techniques and procedures including voice, chat, email, transfers, and callback flows. • Strong troubleshooting and analytical skills; ability to develop innovative solutions to complex routing and configuration problems. • Ability to work both independently and collaboratively with cross-functional teams. • Outstanding communication, presentation, collaborator management, and problem-solving skills. • Experience in routing optimization, campaign/dialer setup, or AI/predictive routing initiatives within Genesys. • Remote roles are not eligible for U.S. visa sponsorship.

🏖️ Benefits

• Target bonus • Restricted stock units (if applicable) • Medical benefits • Financial benefits • Paid time off (PTO) • Parental leave • 401(k) eligibility