Contact Center

IDESLABS PRIVATE LIMITED

5 - 10 years

3 - 6 Lacs

kolkata hyderabad pune

Posted:3 days ago| Platform:

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Skills Required

dashboards scrum sdlc wfm jira genesys plaster operations management project management flooring team management team handling sme training shuttering branch management center management team leading brick work

Work Mode

Hybrid

Job Type

Full Time

Job Description

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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