Contact Routing Analyst

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Job Description & Primary Responsibilities

As a Contact Routing Analyst at eBay, you'll have a fantastic opportunity to elevate the customer experience in how we design, configure, and optimize contact routing across voice, chat, and email! Your responsibility is key in ensuring our contact routing runs efficiently and upholds our high-quality service standards. You'll partner with various colleagues to gather, clarify, document, and implement business requirements about routing, queues, skills, priorities, and contact flows.

Responsibilities include:

• Arranging and handling routing metadata and objects in Genesys, covering queues, skills, index mappings, priorities, timeouts, and corresponding configuration dependencies.
• Providing analysis and consultation to GCX, Product Managers, and CSTech teams on routing solutions for global project and run-the-business requests.
• Evaluating the end-to-end customer and teammate experience when considering new projects or changes.
• Supporting Marketplace projects by translating program needs into actionable changes, managing dependencies, and ensuring launches move accurately and on schedule.
• Collaborating with product, engineering, operations, WFO/RTM, QA, and business teams to coordinate releases, confirm launch readiness, and track post-launch performance.
• Validating staging changes, coordinating testing with QE teams, writing test scenarios, supporting defect triage, and ensuring production migrations are complete and accurate.
• Analyzing routing performance and platform reporting; identifying gaps and recommending continuous improvements based on business outcomes.
• Communicating with business and technology collaborators to collect requirements, drivers, and deadlines.
• Managing multiple projects of varying size and technical complexity; driving cross-functional teams to complete tasks and report status and risks to leadership.
• Crafting and managing user stories, epics, and Jira work items through finalization with collaborators.

Qualifications

We are looking for candidates who bring a blend of outstanding analytical skills and proven hands-on experience. The ideal candidate will have:

• A Bachelor's degree plus 3+ years of experience in a systems analyst, contact center technology, or Genesys routing role.
• Hands-on experience setting up Genesys Cloud routing elements, including queues, skills, priorities, schedules, wrap-up codes, and channel routing logic.
• Strong ability to translate business requirements into functional/product requirements and system configuration changes.
• Experience supporting cross-functional delivery involving product, engineering, operations, QA, and business collaborators in a contact center environment.
• Experience with Jira or similar tools for epics, user stories, sprint planning, and defect tracking.
• Experience with contact center techniques and procedures including voice, chat, email, transfers, and callback flows.
• Strong troubleshooting and analytical skills; ability to develop innovative solutions to complex routing and configuration problems.
• Ability to work both independently and collaboratively with cross-functional teams.
• Outstanding communication, presentation, collaborator management, and problem-solving skills.
• Experience in routing optimization, campaign/dialer setup, or AI/predictive routing initiatives within Genesys.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our Accessibility Statement to learn more about eBay's dedication to ensuring digital accessibility for people with disabilities.

Additional compensation components may apply to this role, including a target bonus and restricted stock units if applicable. The role also includes various benefits. These benefits cover medical, financial, and paid time off like PTO, parental leave, and 401(k) eligibility. More details will be shared if an offer is extended.

Additional Details

The base pay range for this position is expected in the range below:

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Remote roles are not eligible for U.S. visa sponsorship.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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