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Principal Business Systems Analyst
Minnetonka, Minnesota  |  Remote, Onsite
Contract to Hire Position
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Applied on August 15, 2022
Job Id #57633 Posted July 13, 2022


  • Seeking senior-level technical thought leader to establish and drive technical strategy in the area of contact center routing, including advanced routing strategies such as behavioral pairing, context and intent-based personalization, and orchestration of cross-channel, blended experiences.
  • The ideal candidate will have advanced knowledge of contact center technology, contact routing tools and strategies, performance metrics, and interoperability/dependencies between technologies.
  • The position will drive capability strategy, technical planning, and roadmap delivery for an assigned product area, oversee the work of junior resources supporting this portfolio, and be a primary resource for helping businesses drive enhanced customer engagement, improve service and NPS, and drive operational efficiencies.
  • In this role, you will be responsible for overseeing the lifecycle of new, existing or acquisition capabilities in the OmniChannel space.
  • You will review product performance against expectations and facilitate or influence changes to your product portfolio to improve competitive position and optimal performance.
  • You will work with internal and external business constituents to determine future capability and feature direction and respond to technology inquiries.

Team and Team size:

  • The contractor will operate within a larger team of business systems analysts, ranging from SG20 to SG26. We are looking for someone specifically to provide advanced Genesys routing expertise.

Required Qualifications:

  • 10+ years of experience in IT Technical leadership roles, including 10+ years as a senior technology SME in the area of contact center technology.
  • 5+ years of specific experience with contact center routing and personalization technology, and application of routing technologies to diverse, high-volume contact centers.
  • 3+ years with Genesys MultiCloud CX (formerly known as PureEngage)
  • Experience with both voice and digital routing capabilities and strategies.

Preferred Qualifications:

  • Bachelor’s Degree
  • Experience with business consulting in the area of technology
  • Experience driving presentations and delivering them to executive level stakeholders
  • Experience producing Product Demos and Product information materials
  • Experience working in an Agile environment
  • Experience with presence and diplomacy
  • Experience using communication skills that are tailored to audiences appropriately
  • Experience with facilitation and negotiation skills .

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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