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Genesys Call Routing Analyst I

Req #: 170095507_1
Location: Wilmington, DE, US
Job Category: Operations
Job Description:
Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.5 trillion and operations worldwide. Chase serves nearly half of America‚Äôs households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,300 branches, 16,000 ATMs, mobile, online and by phone.   For more information, go to
As a Business Systems Analyst I you will be part of the Call Routing team delivering Telephony solutions supporting the Chase customer's experience when they contact our CCB Call Centers. The Call Routing team is part of Operations Infrastructure within CCB Operations and is responsible for developing and managing Centers of Excellence focused on business support capabilities that reach across the various CCB business functions. 
You will be accountable for interpreting business requirements and implementing technical call routing solutions in collaboration with our senior leaders across CCB. This role will perform research and analysis - recommend solutions and drive decisions that make a positive impact for our customers.  You will own and champion multiple business/technical processes, standards and controls. The technical aspects of your role will include the ability to create and maintain complex configurations within Genesys, troubleshoot issues and coordinate efforts with stakeholders and other internal operations and technology teams.   
  • Consult with Business teams to understand basic requests, providing solutions and business requirements that solve the need.
  • Collaborate with IT teams to design and implement new solutions, maximize operating efficiencies and reduce cost  
  • Design, build, document, test, implement and maintain Genesys Call Routing configuration, and business routing logic and strategies for multiple businesses (COM)
  • Troubleshoot issues, and coordinate efforts of internal departments and vendors to ensure proper call routing and CTI data passage
  • Primary 24x7 on-call support for call routing issues on a rotating basis
  • Provide first level support on priority issues escalation
Technical skills
  • 3+ years technical and call routing background supporting high volume, multi-site Contact Centers preferred


Knowledge base/Education:

  • Strong experience with Genesys Call Routing Platform OR Aspect/UIP
  • Voice and Data Network Infrastructure knowledge
  • IP enabled Contact Centers experience is preferred


General skills/attributes:

  • Ability to troubleshoot most complex issues around Genesys configuration and/or call routing logic; 
  • Technical and process expert. Must be able to explain technical detail and provide guidance to internal stakeholders
  • Detail oriented and technically savvy
  • Strong analytical and presentation skills
  • Excellent interpersonal skills; Excellent oral and written communication skills
  • Demonstrated ability to work in a dynamic, fast paced and demanding environment
  • Bachelors or Technical degree preferred
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