Omnichannel Solutions Specialist (Remote, United States)

Introduction:

The Zebra, named a Best Place to Work in Austin four years running, revolutionizes how connected consumers research and shop for insurance. We intentionally strive to build diverse teams that feel inclusive for all. Our motto is "All Stripes Welcome," we put that into practice by valuing traditional and non-conventional backgrounds and perspectives. Our Zeebs are passionate about learning, growing, & working together to tackle exciting problems.

We are seeking an experienced ​Omnichannel Solutions Specialist to implement, manage, and optimize our Genesys Cloud contact center platform. This individual will be responsible for configuring, administering, and supporting all omnichannel communications (voice, email, chat, SMS, social media) and managing workforce management (WFM), quality management (QM), and gamification features. To be successful in this role, you’ll have a solid technical background with contact center platforms, ACD management, and skilling strategies to drive customer service excellence and operational efficiency.

Location: 

While we are open to remote work across the contingent US, we are still establishing our company to support work in all states! We are set up to support employees who want to be fully remote, in-office only, or a mix of the two.

Please note—we will not be supporting work based out of the following states: CA, NY, MA, and NJ.

What You'll Do:

• Support the integration of Genesys with CRM, analytics, and workforce management tools. Generate detailed performance reports for key stakeholders on agent performance, customer satisfaction, and overall platform utilization.

• WFM (Workforce Management): Administer the Genesys WFM modules, supporting the WFM team in forecasting, scheduling, and tracking agent adherence to ensure service levels are met.

  • Develop and optimize skill-based routing and skilling strategies to match customers with the best-suited agents, ensuring an improved customer experience.

• QM (Quality Management): Implement and manage Genesys’ Quality Management tools to monitor and evaluate agent interactions, create evaluation forms, score calls, and deliver feedback for continuous performance improvement.

• Configure and oversee the gamification features in Genesys to enhance agent motivation, drive productivity, and improve overall engagement through real-time feedback and incentives.

• User Training and Development: Train agents, supervisors, and managers on Genesys platform features (WFM, QM, gamification), ensuring they are fully equipped to utilize the platform effectively.

• Collaboration: 

  • Work with internal IT & Compliance teams to ensure the platform complies with all relevant security and regulatory requirements to safeguard customer data and maintain system integrity.

  • Partner with Genesys Cloud vendors for troubleshooting and technical support alongside The Zebra system administration team. 

  • Work with internal IT teams and vendors to manage updates, patches, and new feature rollouts for Genesys Cloud, ensuring smooth implementation with minimal disruption to business operations.

What We're Looking For: 

As we evaluate candidates across all roles, we look for folks with a strong sense of ownership, excellent communication and collaboration skills, and a dedication to continuous improvement.

• 3+ years of experience administering omnichannel contact center platforms. Hands-on experience with Genesys Cloud, including WFM and QM.

• Experience in ACD configuration, skilling strategies, and advanced routing techniques.

• Familiarity with system integrations (e.g., CRM, workforce management tools) and data reporting

Experience that will Impress the Heck Out of Us:

• Experience with API integrations and workforce optimization tools.

• Familiarity with contact center KPIs and analytics platforms.

• Basic scripting knowledge (JSON, XML).

Benefits & Perks:

Inclusive and healthy environments are crafted intentionally. All of our employees can join and participate in (or create your own!) Employee Resource Groups. Here are some other wonderful perks of working here:

• Competitive Compensation & Stock Option Offering

• Health, Dental, Vision & Disability Coverages

• HSA offering + employer contribution

• $100 monthly wellness perk

• $300 pet reimbursement program

• 401k with match

• Unlimited PTO (paid time off)+ flexibility to enjoy it

• Paid Parental Leave Program

• Learning & Development Opportunities

• Join a team that truly lives their values (outside of the office. Cliche, we know… but we really mean it)

About The Zebra:

The Zebra is the nation’s leading, independent insurance comparison site. With our dynamic, real-time quote comparison tool, consumers can identify insurance companies with the coverage, service level, and pricing to suit their unique needs. Headquartered in Austin, Texas, The Zebra has sought to bring transparency and simplicity to insurance shopping since 2012 -- it's “insurance in black and white.”

We've garnered the attention and investment of some of the nation’s top venture capitalists. Check out all of our awards & recognition!

Our core mantra is "All Stripes Welcome." As part of our dedication to maintaining an inclusive and diverse workforce, we provide equal employment opportunities (EEO) to all employees and applicants regardless of race, color, religion, sex, national origin, age, disability or genetics. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform core job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation!