drjobs Contact Center Consultant Contact Center Architect

Contact Center Consultant Contact Center Architect

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Job Location drjobs

Alexander City - USA

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Job Description

Job Title: Contact Center Consultant/ Contact Center Architect

Location: Juno Beach FL Onsite

Duration: 6 Months

Job Description:

Functional Designer for designing customer journeys using Omnichannel experience & Agent assist for Contact Center platform.

  • Understand the customer intent and should be able to design call flows to route customers from IVR to chatbots agent assists and other channels
  • Reduce customer call containment
  • Should have some experience in IVR/telephony/Contact Center platform

Experience with designing end to end customer journeys functionally preferably with an IVR/Contact Center & chatbot

Conduct requirements workshop with business document business requirements and ability to do functional design independently end to end using Voice Flow or similar tools (preferably Business analyst experience in past)

Ability to create and execute test cases based on the customer journey (preference for experience with IVR/Contact Center tool like Cyara and Hammer).

Keywords: IVR Contact Center Cyara Hammer

Employment Type

Full Time

Company Industry

About Company

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