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Contact Center Professional

6 - 11 years

3 - 6 Lacs

Kolkata Hyderabad Pune

Posted:2 days ago| Platform: Naukri logo

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Skills Required

dashboards scrum sdlc wfm jira genesys plaster operations management project management flooring team management team handling sme training shuttering branch management center management team leading brick work

Work Mode

Hybrid

Job Type

Full Time

Job Description

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

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