Contact Routing Analyst
eBay · Bengaluru
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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 dynamic 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 analysis and consultation to GCX, Product Managers, and CSTech teams on routing solutions for project and run-the-business requests globally across 40+ regions; evaluate end-to-end customer and teammate experience when considering new projects or changes.
- Support Marketplace projects (200+ per year) by translating program needs into actionable changes, managing dependencies, and working across business and operational teams to ensure launches move accurately and on schedule.
- Partner with product, engineering, operations, WFO/RTM, QA, and business teams to coordinate releases, ensure readiness for launch, and monitor post-launch performance for a defined stabilization period.
- Validate staging changes, coordinate testing with QE teams, write test scenarios, support defect triage, and ensure production migrations are complete and accurate.
- Analyze routing performance and platform reporting; identify gaps and recommend continuous improvements based on business outcomes such as CSAT, FCR, AHT, volume, and queue behavior; review process and customer input flows and implement approved improvements.
- Maintain documentation, governance, traceability, and change controls for routing logic, configuration decisions, and dependencies across integrated systems; maintain a Knowledge Base of all processes and execute configuration changes in dev and staging environments.
- Communicate with business and technology stakeholders to collect requirements, drivers, and deadlines; maintain relationships with GCX, CTP, Training, Support, Product Management, Product Development, and 3rd party vendors to facilitate change and success.
- Manage multiple projects of varying size and technical complexity; drive cross-functional teams to complete tasks and report status and risks to leadership.
Qualifications:
We are looking for candidates who bring a blend of outstanding analytical skills and proven hands-on experience. The ideal candidate will have:
- Bachelor's degree plus 3+ years of experience in a systems analyst, contact center technology, or Genesys routing role.
- Hands-on experience configuring Genesys Cloud routing objects, 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 evaluating routing impacts, queue volumes, skilling implications, and operational risks before implementing changes.
- Experience supporting cross-functional delivery across product, engineering, operations, QA, and business stakeholders in a contact center environment.
- Experience with Jira or similar tools for epics, user stories, sprint planning, and defect tracking.
- Familiarity with contact center channels and workflows including voice, chat, email, transfers, and callback flows; understanding of integrated ecosystems such as reporting, CRM, and workforce management.
- Extensive experience in contact center operations, technologies, and strategies, including global multicultural environments supporting multiple regions.
- 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; provide data-driven recommendations to management and drive results.
- Outstanding communication, presentation, stakeholder management, and problem-solving skills; ability to communicate clearly and succinctly on complex design and technical issues.
- Experience in routing optimization, campaign/dialer setup, or AI/predictive routing initiatives within Genesys.
Additional Details
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.