Required Skills Experience

- Strong Five9/ Genesys implementation experience , understand different channels of implementation ; Good functional understanding

- Rationalize and standardize up to 150 CCaaS metrics for US Banking Line of Business (LOB)

- Align with stakeholders on metric governance, and document approved metric names, definition, CCaaS data attributes, business and functional computational logic

- Conduct workshops with CCaaS report owners and stakeholders to capture current state reporting and dashboard inventory

- Map 300 legacy Genesys attributes that are utilized for reporting to new CCaaS vendor attributes

- Document mapping discrepancies and gaps and discuss with recent CCaaS vendor and Amexco LOBs and technology teams to align on next steps for addressing gaps

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Five9 Developer (Bengaluru)
🏢 IBU Consulting
📍 Bengaluru