Overview
Hybrid
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - 12 Month(s)
Skills
CCaaS
call flows
IVR
skill-based routing
omnichannel servicing
Routing Logic
WFM
Contact center
Job Details
On-premises and CcaaS - Contact Center Data and AI Architect
- Contact Center Solution / Technology Architecture with Hands on experience.
- Proficient in Contact center : On-premises and CcaaS
- Candidate must have Deep knowledge of call flows, IVR, skill-based routing, omnichannel servicing, and customer journey orchestration.
- Assess the current Contact center architecture and design a migration roadmap to a CCaaS platform.
- Solution architecture recommendation for platform modernization
- Knowledge of Routing Logic & WFM
- Identify opportunities to enhance customer experience using AI intent detection, virtual assistants, predictive routing, sentiment analysis, and more.
- Collaborate with internal application teams to define data-driven automation use cases and implementation strategy.
- Work closely with IT, customer service operations, business teams, and external CCaaS vendors
- Participate in vendor evaluations and selection process for CCaaS and AI solutions
- Participate in various business stakeholder interview to understand their contact center need and also on downstream application impact
Skills Must Have
- Candidate must have Deep knowledge of call flows, IVR, skill-based routing, omnichannel servicing, and customer journey orchestration.
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