Job summary:
Title:
Contact Center Consultant
Location:
Columbia, SC, United States
Length and terms:
Long term - W2 Only
Position created on 07/09/2021 03:24 pm
Job description:
*** no c2c ***Full time with benefits (https://msysinc.com/benefits/) or long term hourly contract *** W2 only;
Interview : Skype/Phone.
- • Work with customers to review contact center operations and formulate plans to improve efficiencies, optimize operations, and enhancing customer experience. This will include reviews of the following:
- o Process workflows
- o Call flows
- o Contact Center Metrics
- o Self-service applications
- o Desktop applications
- o CRM, IVR, and desktop integrations
- o Multi-channel blending
- o Quality Management and Workforce Management tools and processes
- o Reporting
- • Conduct workshops for capturing business requirements, developing Contact Center operations strategy and promoting solution Adoption
- • Develop business requirements documentation (BRD)
- • Collaborate with project teams to assist in the development of project plans
Required Skills
- Qualified candidates will have a minimum 10 years’ experience as a manager or analyst within a large scale, multi-site contact center
- Experience with two or more of the following contact center platforms
- o Cisco Contact Center Enterprise
- o Genesys PureEngage, PureCloud or PureConnect
- o Avaya Aura
- o NICE InContact
- o Five9
- Experience with one or more of the following Workforce Optimization platforms
- o NICE
- o Verint
- o Calabrio
Contact the recruiter working on this position:
The recruiter working on this position is Raghu
His/her contact number is +(1) ()
His/her contact email is raghu@msysinc.com
Our recruiters will be more than happy to help you to get this contract.