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Capps Plumbing and Sewer, Inc. · 13 hours ago

CRD Analyst

Texas-AustinWork Locations

Full-time

Onsite

Mid Level

3+ years exp

Capps Plumbing and Sewer, Inc. is seeking a CRD Analyst to support the Consumer Relations Division. The role involves performing complex business and systems analysis for the Genesys Cloud contact center platform, optimizing operations, and serving as a liaison between various stakeholders.

CommercialCustomer ServiceProperty ManagementResidential

Responsibilities

Provide advanced analysis of contact center operational needs, Genesys Cloud functionality, reporting requirements, and modernization opportunities

Serve as CRD’s primary business administrator for Genesys Cloud, including IVR, design, call routing, queue configuration, user role management, feature testing, and optimization

Develop and maintain operational dashboards to support the division’s key performance indicators (KPIs) and provide accurate performance metrics to justify staffing, technology investments, and operational changes

Prepares and presents reports, documentation, and recommendations to management and stakeholders, ensuring alignment, accountability, and shared understanding across teams

Work with the business to identify business-related requirements and process workflows

Ensure the scope and desired results of business analysis deliverables are clearly understood by management, stakeholders, and team members

Identifies potential risks likely to affect operations; explains causes and measures impact on resources, and designs strategies to mitigate or avoid them

Coordinates and/or participates in user acceptance testing and testing of new system functionality

Conducts tests and inspections of services or processes to evaluate quality or performance

Lead CRD’s train-the-trainer efforts for new Genesys features, releases, and system enhancements

May travel up to 15% of the time. Involves overnight travel. Travels by plane and/or car

May require working extended hours and some evenings and weekends, as needed

Required to attend work regularly and adhere to approved work hours in accordance with department policies and procedures

Perform other job-related duties as assigned

Qualification

Genesys CloudBusiness analysisData analysisContact center operationsEffective communicationProblem-solvingTeam collaboration

Required

Graduation from an accredited four-year college or university with major coursework in Business Administration, Computer Science, Management Information Systems, or a related field

Minimum of three (3) years' experience planning, eliciting, developing, testing, documenting, managing, or modeling business requirements

A valid Class 'C' driver's license is required

Satisfactory driving record is required for operating state or personal vehicles to conduct department business