Job Description :
Location: Charlotte, NC / Phoenix, AZ / Denver, CO / St. Louis, MO
RATE: DOE
JOB DESCRIPTION
* 6-8 years of Experience in Contact center
* Analyze, develop, test, and deploy Interactive Voice Response applications based on specifications.
* Must be having basic working knowledge of Contact Center Components like Switches, IVR
* Server, App Server, CTI Server, and Database Server.
* Analyze customer interaction performance and make recommendations for improvement.
* Investigate and analyze how the system processed transactions to determine system
* functionality is configured correctly and providing accurate results;
* Provide application analysis for Information Technology and client base, and serve as a contact for IT business application analysts requiring in-depth understanding/results;
* Evaluate business impact of errors and provide recommendation for solution through collaboration with analysts and business experts;
* Define and document system scope, current logical view, general technical requirements and proposed logical view using structured design and analysis techniques;
* Provide comprehensive data queries and results, to analyze the system output and functional execution of key transactions.
* Knowledge of backend integration with core platforms using web services/RES API’s in IVR