Contact Center

3 days ago

Hyderabad Kolkata Pune, India IDESLABS PRIVATE LIMITED Full time ₹ 15,00,000 - ₹ 25,00,000 per year

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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