At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

Job Description & Primary Responsibilities:

We're excited to bring on a Contact Routing Analyst who thrives at the intersection of business strategy and technical execution As part of eBay's Global Customer Experience (GCX) organization, you'll play a central role in how we design, configure, and optimize contact routing across voice, chat,



and email channels — supporting customers and teammates across 40+ global regions. We rely on this role to ensure our Genesys Cloud routing platform operates at peak efficiency, translating complex business requirements into precise configuration and process changes that directly impact the customer experience. You'll partner closely with Product, Engineering, CSTech, Operations, and QA teams to drive improvements that scale with the demands of our agile global marketplace.

Responsibilities:
• Gather, clarify, translate, and document business requirements for routing, queues, skills, priorities, and contact flows across voice, chat, email, and related channels; create and manage user stories, epics, and Jira work items through finalization with stakeholders.
• Configure and maintain routing metadata and objects in Genesys, including queues, skills, index mappings, priorities, timeouts, and related configuration dependencies.
• Provide a

📌 Contact Routing Analyst (Bengaluru)
🏢 Ebay
📍 Bengaluru