Contact Center Consultant Contact Center Architect
Contact Center Consultant Contact Center Architect
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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
