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Cloud Telephony Professional - Transunion

Cloud Telephony Professional - Transunion

Photon

3 - 8 years

10 - 14 Lacs

chennai

Posted:2 weeks ago| Platform:

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Skills Required

cc call center operations routing aws ivrs operational support design documents enterprise sales business development job description cucm cloud telephony b2b sales voip troubleshooting solution implementation sip h323 customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

3+ years working with AWS Connect/TATA Insta CC, including executing and exporting reports, conducting analytics, and troubleshooting setup failures.

3+ years supporting/creating Amazon Connect or TATA Insta CC components, such as routing profiles, queues, and agent management.

Strong understanding of call center operations, IVRs, routing strategies, and contact flows.

Lead discovery and design sessions with business owners and be able to translate those requirements into best-in-class solutions with dev and architecture.

Proven record of developing PoCs, creating design documents, and executing demonstrations.

Preferred experience with at least 2 AWS AI services (Amazon Comprehend, Lex, Rekognition, Polly, Textract, Wisdom, Translate, Transcribe), ideally in conjunction with customer experience and engagement

Proven record of utilizing customer experience and engagement tools to improve consumer experience.

Excellent analytical skills and attention to detail, with the ability to identify patterns, trends, and potential issues.

Have a mindset of automating everything, with experience demonstrating this.

Have a strategic mindset with ability to bring best practices and assets to local markets

Strong communication skills and the ability to collaborate effectively with cross-functional teams.

At least 1 AWS Associate or Professional Certification preferred.

Additional Job Description:

As a member of the Cloud Telephony team, you will provide sales and consumer operations with day-to-day operational support
On an ongoing basis, you will also work with those teams to design, development, and implement solutions that optimize agent and caller experiences
Some of the roles responsibilities are:-Create/modify routing profiles, queues, hours of operation, holiday calendars, voicemail messages, prompting, and claim phone numbers as needed
-Lead discovery and design sessions with business owners for requested changes to their instance
Collaborate with developers and architects to create solutions that meet business needs
Provide QA prior to and testing during solution implementation
Utilize survey data to improve caller experience
Review reporting to identify patterns, trends, and potential issues that need to be solutioned
Lead PoCs, create low-level design documents, and provide solution demonstrations upon request.

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Cloud Telephony Professional - Transunion