Technical Architect (Contact Center)

Sensiple Inc is a New Jersey corporation with over two decades of expertise in technology-driven solutions specialising in Customer Experience, Contact Center Solutions, Digital Transformation, Cloud Computing & Independent Testing.

With an expert team that has enriched experience in executing & developing sustainable IT strategies in Healthcare, Technology, Retail, Logistics, Education, Telecommunications, Government and Media, we help our diverse customers to envision the future.

By developing highly scalable and consistent solutions, our primary goal is to deliver excellence at all levels and delight our customers and drive them to a better future.

One of our client is looking for a Contact Center specialized Hands on Technical Architect @ Hartford CT (100% onsite role) Please find below the details of the position.

Title: Contact Center specialized Hands on Technical Architect

Location: Hartford CT (100% onsite role) Need local profiles only.

JD:

Core responsibility

Drive modernizing contact center using data driven insights and by collaborating cross functionally with IT Operations Compliance and Customer experience teams and come up with innovative solutioning ideas which can be transformed to a futuristic solution

• Focus areas
• Operational analytics
• Deep analysis on generated insights with using Google Insights
• Process optimization
• CX and compliance awareness

Skills or Job requirements

• Highly analytical and proactive data Insights and optimization analyst
• Mine operational data to identify inefficiencies and leads process improvements
• Develop dashboards and reports to communicate insights to leadership and frontline managers
• Monitor KPIs across regions and teams to support performance management and continuous improvement
• Collaborate with IT and operations to design and implement process improvements
• Track and report on the impact of changes to ensure measurable value
• Define processes and standards for Contact center data governance and quality monitoring
• Support change management efforts for new tools policies or workflows

Qualifications

• Bachelors degree in business Data Analytics Operations or related field
• 8 years of total experience in the IT industry with 3 years of experience in contact center analytics or operations preferably in healthcare or insurance
• Proficiency in data tools Excel SQL BigQuery Power BI Tableau
• Familiarity with contact center platforms eg Genesys NICE Five9 and CRM systems Salesforce Pega
• Understanding of healthcare regulations eg HIPAA and compliance frameworks
• Strong communication and stakeholder engagement skills

If you find yourself suitable for this position, kindly send your updated resume and expected hourly rate to saranyar at sensiple dot com

Regards

Sensiple Inc.,

saranyar at sensiple dot com

7 3 2 2 8 3 0 4 9 9 Ext.373

555 US Highway 1 S, Ste 330 Iselin, NJ 08830

Sensiple, Inc. is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to gender, race, colour, religion, sex, national origin, veteran or disability status.