Job Description
This role demands strong analytical skills, sound judgment, advanced problem-solving abilities and a deep understanding of business operations. It requires knowledge of Cloud Contact Centre solutions, including call flows, IVR, ACD and agent workflows.
The successful candidate will be responsible for designing, implementing and maintaining these solutions to ensure optimal performance.
They will also be required to collaborate with stakeholders, provide expert consultation and support to business units and IT management.
In addition, the individual will need to customise desktop tools to empower contact centres with efficient tools and a unified interface for managing customer interactions across multiple channels.
Key aspects of this role include implementing and managing advanced queues and call routing logic, leveraging AI-driven insights to ensure optimal call distribution and agent skill-based routing.
Required Skills and Qualifications
* Previous experience in contact centres is desired.
* Effective communication skills are essential, with the ability to articulate technical concepts clearly to both technical and non-technical audiences.
* A working knowledge of Agile methodologies is preferred.
* A College or University degree and/or relevant proven work experience is preferred.