The Contact Center Modernization project aims at migrating all Lines of Business using Genesys as their Contact Center solution to Amazon Connect – a 100% cloud-based Omni channel contact center to support the ever-evolving customer journey by providing superior customer service across voice and chat at a lower cost.
Responsibilities:
- Review existing Contact Center reporting capabilities (real time, history & analytics) with Lines of Business and map capabilities to target state Amazon Connect platform.
- To the extent feasible, satisfy reporting requirements for Lines of Business migrating to Connect using out of the box capabilities in Connect.
- Document reporting capabilities that require custom solutions and assist development team with the design of the reporting framework.
- Partner with Enterprise Data Office & Business Insights team to assist Lines of Business with data mapping for historical reporting via Enterprise Data Lake.
- Build knowledge base (user guides, trainings/demo) and provide assistance for Lines of Business with their reporting queries.
- Conduct Customer Interviews & Discovery sessions with Lines of Business to migrate Contact Centers from legacy Genesys to target state cloud platform – Amazon Connect.
- Analyze existing contact center capabilities for Lines of Business and map capabilities to target state Amazon Connect platform.
- Review existing call flows with business stakeholders and identify changes to existing business functionality based on conversion to Truist standard – Connect.
- Document the identified changes as requirements and design the target state call flows.
- Organize walkthrough of business requirements and call flows for project stakeholders.
- Guide development and QA teams in the development and testing phases respectively.
- Support Lines of Business in User Acceptance Testing.
- Prioritize and schedule migration based on LOE and overall readiness.