Minimum 10 years of experience in overall Contact Center Technologies support and implementation.
Minimum 5 years of experience in architecting and designing enterprise level solutions in the areas of IVR, Inbound/Outbound Telephony, Quality Management, Speech Analytics and Outbound Dialer application.
Minimum 4 years of Application development experience with using APIs, Scripting languages (Python, Javascript).
Need to have extensive knowledge and hands-on experience with key application service providers in the Contact Center areas like Aspect, Genesys, Avaya etc.,
Ability to design and build IVR and Inbound/Outbound call flows for routing of customer calls
Working experience with Outbound Dialer application which includes Predictive and Progressive dialing, blaster campaigns etc., is preferred
Good knowledge of Call Center KPIs and metrics in support of Analysis and Reporting.
Call Analysis on Callers intent and provide improvement opportunities on predicting the purpose of the call.
Familiarity with latest IVR trends and technologies and experience on leveraging the latest IVR capabilities (Preserve Context, Visual IVR, Text2IVR etc.
Strong SQL experience and troubleshooting techniques to address any incidents.
Good knowledge of networking concepts in Call Center area.
Have to be a good team player and establish good working relationships with IT & business counterparts
Recommendation on best practices and use cases to increase the IVR containment ratio and provide best customer experience.
Mainframe Programming background with MQ / ESB interactions to gather required information from other applications is preferred.
Experience working with mainframe VSAM, Flat files and DB2 tables is preferred
Minimum 10 years of experience in overall Contact Center Technologies support and implementation.
Minimum 5 years of experience in architecting and designing enterprise level solutions in the areas of IVR, Inbound/Outbound Telephony, Quality Management, Speech Analytics and Outbound Dialer application.
Minimum 4 years of Application development experience with using APIs, Scripting languages (Python, Javascript). Preferred
Ability to design and build IVR and Inbound/Outbound call flows for routing of customer calls
Working experience with Outbound Dialer application which includes Predictive and Progressive dialing, blaster campaigns etc., is preferred