Contact Center
2 days ago
Good Experience in Contact Center
Contact Center BA/SME (Genesys knowledge preferred)
Main Responsibilities
- Responsible for working with business/product owner and gathering requirements
- Define HOOs, Skills, IVR prompts, priorities and other configuration details
- Define requirements around WFM and QM
- Consolidate and simplify IVR flows by optimizing flows
- Define best practices for prompts for chat and self-service
- Creating stories and sub tasks in Jira, attach documentation to stories
- Obtain approvals from product owners in timely manner
- Work with offshore developers and get requirements built
- Conduct workshops and present demos of work completed, gather feedback and update stories
- Work with SMEs and architects to document dependencies
- Work closely with the internal teams to understand current needs, identify the desired process models and solution architecture
- Lead, facilitate and provide business expertise
- Contribute to project plans, to obtain approval for detailed plans and resource estimates
- Present weekly status reports to leadership
Must Have:
- 5+ years of experience in leading CCaaS platform such as Genesys , NICE or Avaya
- 2+ years of extensive hands-on experience on WFM, Reports, Dashboards, Contact center SLAs
- Knowledge of Jira and Scrum
- Must have overview of integrations such as I/P output parameters, real time/batch integrations etc. Good understanding of SDLC
- Nice to have o Hands on development experience on any leading contact center platform
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