Sr Contact Center Solutions Analyst

Omni Inclusive

Sr Contact Center Solutions Analyst Essential Job Functions

Configure, and thoughtfully deploy contact center solutions such as call flows, features, scripts, routing designs, campaign designs and IVA changes. Work with vendor to validate the design. Conduct business requirements sessions to translate business requirements into technical solutions. Gather technical requirements, ask probing questions, document findings and incorporate feedback. Create and/or assist in the creation of technical documentation that describe how systems should be created/modified to meet business requests. Review and approve the designs of vendors who create these types of documents. Provide innovation to business areas and contribute to improve their operational processes by advising how to adopt call center technologies. Provide tier 2 support of incident management. This includes any incident trending over time. Participant in any high critical incidents. Partner with business experts to learn and understand problems with call center technologies. Develop detailed selection evaluation criteria based on identified IT product requirements. Lead projects and initiatives. Perform other duties as assigned

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Vacancy posted 1 day ago

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