Genesys Change Management Analyst

xScion Solutions
Vienna, VA
Feb 21, 2019
Feb 22, 2019
Analyst, Management
Full Time
Genesys Change Management Analyst Work Location Vienna, VA Job Code 12049 of openings 1 Apply Now Overview: xScion Solutions is in search of a Genesys Change Management professional to support our Financial services client in Vienna VA. The work is in support of an authentication journey / alignment mapping task. This project rolls up to a larger project intended to ensure that each member's user experience is customized to deliver the information each customer desires and is delivered leveraging their preferred technology. As a Change Management Consultant, You Will: Develop a change management strategy and roadmap to drive adoption of new systems and initiatives. Working with team members to recommend, develop and implement change management strategies. Lead the development of the communications and training strategy and plan and associated materials. Coordinate training, draft communications and coach project teams to increase the adoption of new systems and initiatives. Create global email announcements, design promotional materials, prepare/conduct briefings, and help translate subject matter content into training materials. Develop materials, such as process guides, fact sheets, job aids, instructional guides, Web content, briefings, and presentations. Support the project team to develop stakeholder outreach and engagement efforts to obtain awareness, understanding, buy-in, and support. Maintain a close awareness of project plans and changes and translate to support materials. Conduct a communication channel assessment for Voice Channel Team, Contact Center, Learning and Development, and the functional learning organizations. Participate in/co-lead discovery interviews or focus groups with key stakeholder groups; assist with documentation and analysis of data. Support and identify change impacts based on analysis of product backlog and project workshops to understand current state and the implications of new system functionality to stakeholders. Work with the Lead to develop, manage, implement, monitor and adjust overall communication plan in alignment with the change strategy. To Be Successful, You Need: Provides strong knowledge of Call Center Technologies (Nuance, Genesys, Virtual IVR ) including CTI applications using Genesys, Avaya PBX and MS SQL. Maintain and manage Genesys Routing, Framework and reporting. Responsible for supporting call center routing strategies and have experience with Genesys reporting, URS routing, SIP and GVP technology. Shows good understanding of Genesys (CTI) infrastructure. Understands the Genesys infrastructure quickly to analyze the issue and apply the best fix. Ability to communicate well with technical and non-technical users. Bonus Points if you have: ​Functionality we should add to the IVR (eg Order Credit Card) How should we implement Personalized IVR (roll out plan) When should we speech enable the IVR (Direct Dialog vs. Press to Say) How should we leverage Content Manager How and when should we implement Dynamic routing (roll out plan) What should our roadmap to a Natural Language IVR look like We Hire Great People. Period. If this description sounds like you and if you're a Genesys Change Management Analyst rockstar - then we want to hear from you. Why Work at xScion? We have an amazing culture - We were named a 'Best Place to Work in VA' for the last 4 years (2016, 2017, 2018, & 2019). We are poised for rapid growth - We are on the cutting edge of digital transformation in healthcare and finance and continuously welcoming new clients to the xScion family. We believe in your continuous development - We invest in our teams' development, paying for certifications and trainings to improve their skills because we are committed to being the best at what we do. You'll work with the best - We only hire great people. And because we truly care about you and our clients. - We are run by real people for real people, creating flexibility, balance, respect and fun in the workplace. We Offer Great Benefits: We not only offer standard benefits like great medical, dental, 401(k) match, flex spending and more, but we also offer unique perks such 11 holidays (including your birthday), 3 weeks of paid time off, company events, games, and many other things that inspire balance and flexibility. We're Transforming Businesses xScion is a woman-owned NextGen Technology Consulting Firm that helps companies modernize their IT and business operations. We support leading Healthcare and Financial Services companies through innovative solutions including AppDev, DevOps, Data Services and Agile Transformation. Want to Learn More about xScion? Check us at out on or socially at LinkedIn, Twitter and Glassdoor. gd At xScion, we celebrate diversity in all forms. xScion is an Equal Opportunity Employer- Females/Minorities/Protected Veterans/Individuals with Disabilities.

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