Product Delivery Associate - Call Routing

You enjoy shaping the future of product innovation as a core leader, driving value for customers, guiding successful launches, and exceeding expectations. Join our dynamic team and make a meaningful impact by delivering high-quality products that resonate with clients.

As a Product Manager in Service Product Group, you are responsible for leveraging our Genesys intelligent/CCAS routing capabilities for the Voice Business Call Routing Team.  Utilizing your deep understanding of how to get a product off the ground, you guide the successful launch of products, gather crucial feedback, and ensure top-tier client experiences.

Job responsibilities

• Interpreting business needs and requirements and utilizing Genesys intelligent/CCAS routing capabilities to design, build, test, implement and maintain creative routing solutions to provide better service for our customers.
• Design & configure End –to-end call flow  and call delivery 
• Support all call routing RTP changes, projects, new site implementations, on-boarding, conversions and upgrades
• Design and implement contingency routing solutions to  maintain call delivery to appropriate queues during outages and system issues in order to mitigate customer impact.
• Support all business dependencies related to business call routing requirement and cross voice product support for big rock initiatives in the product space 
• Being a part of the CCAS call routing set up for business configuration as we begin to onboard new businesses on the platform

Required qualifications, capabilities, and skills

• Preferred Product Management Knowledge
• Call Routing Genesys applications like CME, GRAT etc
• Genesys Application and contact center telephony
• Basic Understanding of Product Lifecycle, Scrum / Agile
• Foundational to Intermediate SQL, 
• Strategic thinking coupled with practical execution
• Strong analytical and problem solving skills
• Strong Leadership
• Tools JIRA Align, Jira, Confluence, Microsoft Office Tools, SNOW,  Webstats, SQL Developer / Toad

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.