CN - Strategy - ACE - CS&S

Job Description

Key Competencies and Skills: In depth understanding of Contact center framework, setup and implementation. Ideal candidate will work in high-paced and complex projects understanding industry specific Customer Service processes, operations and functional needs of the project. Candidate should have thorough understanding of customer service concepts and contact center skills to manage stakeholder expectations and be engaging in resolving issues, risks for the success of the project Extensive Functional & Technical exposure to contact center and overall customer service area. The ideal candidate will possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.) Candidates who fit this profile will have a minimum of 2 to 4 years of application design and development experience implementing in the orchestration platform of vendor CC technology solution preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self-Service vendor organizations, or leading consulting firms. The following characteristics are sought: Extensive leading-edge expertise in implementing omni-channel / multichannel (IVR, Callback, Web, Email, Chat, SMS, Social Media etc.) contact center applications using dev tools e.g. Designer Worked on multiple Contact Center suites of application not limited to ivr, self-service, speech recognition, omni-Channel Routing, Reporting, WFM. Thorough understanding of CC Framework, Integration with internal and external components, API integrations, understanding of Java, Webservices. Delivery credentials for Self Service and Analytics solutions enabled with speech-based interfaces and dynamic menu based on customer treatment strategies Deep knowledge of multiple Self Service and speech recognition vendor s offerings, strengths, and weaknesses, including hands-on experience. Knowledge of both real-time and historical reporting and analytics. Knowledge on managing routing rules, Conversational & Contextual Services Knowledge on back office Workload Distribution, agent Desktop applications. Ability to integrate solutions through connectors/Adapter for all leading CRM solutions. Ability to work on Business proposals from solutioning, effort estimation standpoint and demonstrate solutions during client orals Responsible for developing complex integration modules/components for the multimedia email, chat, SMS, WFM , callback, and subsequent reporting. Define and reviewing the technical requirements for the application, including security, integration, performance, quality, and operations requirements Responsible for preparing CC applications, call flows, workflow, interaction flows for all components/channels. Responsible for writing SFDC, SMS gateway and reporting application modules and integration flows Work with junior designers, developers and analysts as well as technical architect to fulfill the requirements and meet project goals Ideal candidate as certified CC professional in one or more focused solution area (Inbound, Outbound, eServices, Reporting, WFM etc.) Review the completeness and consistency of the functional design deliverables and highlight timely risks and issues. Assist in evaluating best design/build options, analyzing and resolving issues/defects and documenting detailed technical architecture, application configuration and integration specifications Participate remotely in project requirement analysis workshops, design and build reviews Excellent communications & good remote presentation skills are preferred. Performance/Status reporting Problem Solving and Conflict Management Ability to work effectively in a remotely in virtual, global environment,

Keyskills :
self servicesocial mediaproblem solvingback officecontact centersms gateway