Advanced Call Center Configuration Expert

1 week ago

ballari, India beBeeconsultant Full time

Expert Talkdesk Consultant WantedWe are looking for a skilled expert to configure, optimize and enhance our Talkdesk IVR and Studio workflows.About the JobThe ideal candidate has deep hands-on experience designing complex IVR flows, dynamic routing logic, API integrations and compliance-driven call workflows using Talkdesk Studio.Key ResponsibilitiesConfigure Talkdesk Workflows:Design, build and optimize Talkdesk IVR / Studio flows including multi-level menu structures and dynamic routing.Configure queues, skills, ring-groups, callback flows, SLAs and call-handling automation.Integrate Talkdesk with CRM/case-management systems (API, webhooks, data actions).Implement Call Flows:Build 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.Deliver Solutions:Conduct testing, troubleshoot call logic and provide technical documentation and handoff.Support U.S. business hours when needed.Requirements5+ years hands-on experience with Talkdesk IVR, Studio, routing and CX platform configuration.Strong knowledge of call center operations, especially BFSI, collections or financial-services environments.Experience with APIs, scripting, webhooks and integrations (Talkdesk Data Actions).Expertise in call-flow logic, queue management, SLAs and real-time metrics.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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