Contact Center Professional

Looking for immediate job opening for # Contact Center_ Hyderabad/Pune/Kolkata

Skills

Exp

Location

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