Omnichannel Cloud Telephony Expert

1 week ago

Shimoga, Karnataka, India beBeeCloudTelephony Full time ₹ 1,00,00,000 - ₹ 2,00,00,000

Omnichannel Cloud Telephony Engineer: A Job Overview

Job Summary:

The role involves designing outbound solution strategies around contact center technology solutions and Omni Channel ACD technology, utilizing predictive, progressive, blended inbound, preview dialer models as needed.

Key Responsibilities:
  • Dialer Agent Scripting and Reporting Solutions: Help design dialer agent scripting, disposition, and reporting solutions. Dialer CRM integration and support may be required.
  • Outbound Solution Strategies: Design outbound solution strategies around contact center technology solutions and Omni Channel ACD technology (on cloud e.g., Bright Pattern, Five9, Cisco, etc.).
  • Business Development and Client Services: Work with the Business Development team and Client Services team on technology solutions.
  • Performance Monitoring and Improvement: Monitor the performance and efficiencies, provide recommendations for improvements.
  • Documentation and Knowledge Sharing: Clearly document all work with systems and servers which you have contact responsibility. Document and assist in implementing new programs and passing on to sustaining operations.
  • Real-time Support: Offer real time support to team leaders, managers and stakeholders to maximize agent performance and achieve outbound call objectives.
  • Dialer Strategy and Implementation: Develop, build, support, and implement Everise/Client dialer strategies that encompass business objectives, business rules and all dialing compliance through effective use of the on cloud Bright Pattern Dialing software platform, SQL coding, and Office analytics to ensure optimal campaign efficiency and meet/exceed client mandated KPI's for up to 300 Outbound Agents across multiple campaigns/client projects.
  • Data Analysis and Performance Improvement: Analyze data and system performance to identify trends, risks and possible improvements, providing expert technical direction to all Outbound Dialer related projects.
  • Reporting Architecture: Help design and maintain reporting architecture for the following:
  1. Monitoring daily performance at a workgroup or agent level.
  2. All compliance reporting needed for outbound dialing.
  3. Workgroup and campaign level trending.
  4. Best time of day/week reporting for staffing purposes.
About You:

We are looking for a highly skilled and experienced Omnichannel Cloud Telephony Engineer to join our team. If you have a strong background in designing outbound solution strategies, dialer agent scripting, and reporting solutions, we want to hear from you.

You will be responsible for designing and implementing outbound solution strategies around contact center technology solutions and Omni Channel ACD technology, working closely with our Business Development and Client Services teams. Your expertise in dialer CRM integration and support, as well as your ability to analyze data and system performance to identify trends, risks and possible improvements, will be invaluable to our team.

In return for your skills and experience, we offer a competitive salary and benefits package, as well as opportunities for career growth and professional development.

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