Senior Contact Center Configuration Specialist

1 week ago


kannur, India beBeeConsultant Full time

We are seeking an experienced professional to configure and enhance our Interactive Voice Response (IVR) and Studio workflows for a financial-services / asset-management call center.ResponsibilitiesCreate complex IVR flows, dynamic routing logic, API integrations, and compliance-driven call workflows using Talkdesk Studio.Configure queues, skills, ring-groups, callback flows, Service Level Agreements, and call-handling automation.Integrate Talkdesk with Customer Relationship Management / case-management systems via APIs, webhooks, and data actions.Design workflows for financial-services use cases such as payments, claims, status updates, collections, and compliance routing.Implement call recording, consent prompts, regulatory messaging, and audit-ready routing.RequirementsAt least 5 years hands-on experience with Talkdesk IVR, Studio, routing, and CX platform configuration.Strong knowledge of call center operations, particularly in BFSI, collections, or financial-services environments.Experience with APIs, scripting, webhooks, and integrations (Talkdesk Data Actions).Expertise in call-flow logic, queue management, Service Level Agreements, and real-time metrics.Ability to work independently and deliver high-quality results on time.Nice to HaveExperience with PCI-compliant payment IVRs.Familiarity with Genesys/Five9/Amazon Connect.Previous work with asset recovery, loan servicing, or financial compliance flows.



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