Contact Center Routing & Solution Design Design, implement, and manage contact center routing solutions using Genesys Cloud CX. Create advanced routing workflows to optimize customer interactions across voice, chat, email, and other channels. Analyze interaction flows and develop routing strategies to align with SLA requirements and business objectives. Troubleshoot and resolve routing issues in real-time, minimizing operational impact. System Integration & Technical Documentation Integrate contact center solutions with CRM platforms (e.g., Salesforce, Microsoft Dynamics) and backend systems via APIs and middleware. Document technical requirements, solution designs, and integration workflows for development, QA, and maintenance. Work with IT teams to manage system configurations, updates, and feature rollouts. Monitoring, Analytics & Optimization Use monitoring tools (e.g., Genesys Infomart, BI) to assess routing performance and identify areas for improvement. Analyze data to uncover trends, troubleshoot anomalies, and recommend optimizations to enhance customer experience. Develop dashboards and reporting frameworks for real-time and historical performance tracking. Stakeholder Collaboration & Agile Delivery Act as a liaison between business stakeholders and technical teams to gather, refine, and prioritize requirements. Lead sprint planning, backlog grooming, and release management activities within an Agile framework. Facilitate regular communication with leadership, providing updates on routing architecture, performance metrics, and enhancement initiatives.