Contact Routing Analyst

About the role

Contact Routing Analyst at eBay. 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.

What you'll do

• We rely on this role to ensure our Genesys Cloud routing platform operates at peak efficiency
• Partner closely with Product, Engineering, CSTech, Operations, and QA teams to drive improvements that scale with the demands of our dynamic global marketplace
• 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
• Support Marketplace projects (200+ per year) by translating program needs into actionable changes, managing dependencies

What you need

• 3–6 yrs of experience
• JIRA
• Stakeholder management
• Bug tracking
• CRM
• Test cases
• Any graduate