Vacancy expired!
- Minimum 10 years of experience in overall Contact Center Technologies support and implementation.
- Minimum 5 years of experience in architecting and designing enterprise level solutions in the areas of IVR, Inbound/Outbound Telephony, Quality Management, Speech Analytics and Outbound Dialer application.
- Minimum 4 years of Application development experience with using APIs, Scripting languages (Python, JavaScript).
- Need to have extensive knowledge and hands-on experience with key application service providers in the Contact Center areas like Aspect, Genesys, Avaya etc.,
- Ability to design and build IVR and Inbound/Outbound call flows for routing of customer callsWorking experience with Outbound Dialer application which includes Predictive and Progressive dialing, blaster campaigns etc., is preferred
- Good knowledge of Call Center KPIs and metrics in support of Analysis and Reporting.
- Call Analysis on Callers intent and provide improvement opportunities on predicting the purpose of the call.
- Familiarity with latest IVR trends and technologies and experience on leveraging the latest IVR capabilities (Preserve Context, Visual IVR, Text2IVR etc.
- Strong SQL experience and troubleshooting techniques to address any incidents.
- Good knowledge of networking concepts in Call Center area.
- Have to be a good team player and establish good working relationships with IT & business counterparts
- Recommendation on best practices and use cases to increase the IVR containment ratio and provide best customer experience.
- Mainframe Programming background with MQ / ESB interactions to gather required information from other applications is preferred.
- Experience working with mainframe VSAM, Flat files and DB2 tables is preferred
- Know and understand Pure Engage products to support and maintain the on-premise environment as well as develop within the Genesys landscape.
Vacancy expired!