MI
Job Overview
Job Description We are seeking a Genesys Cloud CX Reporting SME to support a large-scale public sector contact centre modernization program. The role will focus on reporting, analytics, KPI definition, dashboard configuration, and stakeholder advisory across a complex Genesys Cloud CX environment. The ideal candidate will be able to operate independently, provide hands-on delivery, and advise client stakeholders on reporting best practices from day one. Responsibilities Act as the reporting sub…
What you'll do
- Act as the reporting subject matter expert for the modernization program
- Configure and manage dashboards within Genesys Cloud CX
- Define and establish KPIs aligned with business objectives
- Develop and deliver reporting solutions and analytics
- Provide hands-on technical delivery and support
- Advise client stakeholders on reporting best practices
- Support complex Genesys Cloud CX environment operations
- Deliver independent work with minimal supervision
What you'll need
- Expert-level knowledge of Genesys Cloud CX reporting capabilities
- Proven experience as a reporting or analytics SME
- Ability to work independently
- Strong understanding of contact center metrics and KPIs
- Experience with large-scale modernization programs
- Public sector experience preferred
- Stakeholder advisory and consulting skills
- Knowledge of reporting best practices
About the Company
MI