• Genesys/IVR Reporting Analyst

    Insight Global (Newark, NJ)


    Job Description

    We are seeking a skilled BI Developer / Reporting Analyst to collaborate with Genesys IVR developers in analyzing and optimizing the customer journey within IVR flows. The ideal candidate will ensure that key data points are properly tracked throughout the IVR experience, enabling meaningful analysis of efficiency and user experience. This role involves identifying bottlenecks and improvement opportunities and guiding the IVR development team on necessary enhancements.

    Responsibilities:

    Work closely with Genesys IVR developers to understand and validate data tracking within IVR flows.

     

    Analyze IVR performance to identify inefficiencies and recommend improvements.

     

    Develop and maintain dashboards and reports using BI tools to communicate insights.

     

    Translate complex data into actionable recommendations for IVR enhancements.

     

    Collaborate with cross-functional teams to support contact center performance goals.

     

    We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

     

    To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

     

    Skills and Requirements

    Required Skills & Qualifications:

    35 years of experience in BI development, reporting, or analytics.

     

    Strong understanding of contact center operations, KPIs, and telephony systems.

     

    Proficiency in Genesys Cloud CX Reports and Dashboards.

     

    Experience with Power BI and/or Tableau for dashboard and report development.

     

    Strong skills in SQL, NoSQL, and big data querying and extraction.

     

    Ability to clearly communicate analytical findings to technical and non-technical stakeholders. Experience in workforce management within a contact center environment.

     

    Familiarity with customer journey mapping and IVR optimization strategies. null

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].