Call Flow Designer

2 weeks ago

Bengaluru, Karnataka, India CC33 Global Limited Full time

We are seeking a detail-oriented and technically skilled Call Flow Designer  to create and maintain intuitive, efficient, and scalable call flows for our customer service and contact center systems. The ideal candidate will have strong experience using Microsoft Vision , a working knowledge of HTML , and a deep understanding of call routing logic , IVR (Interactive Voice Response), and customer journey mapping.

 Key Responsibilities:

  • Design, document, and maintain call flow diagrams using Microsoft Visio.
  • Translate business requirements into technical call routing logic.
  • Collaborate with stakeholders (CX teams, developers, business analysts) to gather requirements and iterate on design.
  • Create IVR scripts, menus, and branching logic to enhance customer experience.
  • Develop wireframes and mockups for voice and digital journeys.
  • Apply basic HTML to prototype or support front-end scripting tools
  • Ensure consistency, clarity, and usability in all call flow documentation.
  • Review call flows regularly to identify optimization opportunities.
  • Support QA testing of call flows and assist in troubleshooting call routing issues.

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