Lead Consultant - Contact Center Cloud Engineer

Inviting applications for the role of Lead Consultant - Contact Center Cloud Engineer

Responsibilities

• Demonstrate knowledge of IVR/Contact Center technologies

• Working knowledge of ACS, Dynamic 365, Copilot Studio

• Implementation of a full scale IVR

• Understanding and implementation of workflow automation

• Create adequate documentation describing the Contact center.

• Demonstrate a dedication to continuous improvement, both in terms of quality, and accessibility.

• Demonstrate knowledge of Contact center solutions

• Analyzing and translating business needs into long-term IVR solutions

• Evaluating existing IVR

• Experience in the US Healthcare domain.

• Developing best practices for IVR workflows.

• Troubleshooting and optimizing workflows.

• Experience working in Azure (ACS, Dyanmics365 , Copilot Studio)

• Effectively partner with Contact center engineers to ensure hand off between contact center and APIs.

• Partner where necessary with pharmacy staff to understand flows required in the IVR

• Provide thought leadership in solutioning advance Contact Center strategies

• Pro-Actively deploy solutions that improve call quality and customer experience

Qualifications we seek in you!

Minimum Qualifications

• Bachelors/Degree in Computer Science or other technology field

• Contact center experience

• Experience with Azure Dyanmics 365 and Azure Communication services

• Working knowledge of Copilot Studio

• Sound knowledge of MS/Azure infrastructure

• Excellent analytical, Interpersonal and Communication skills, fast learner, hardworking and good team player

Preferred Qualifications/ Skills

• Bachelor%27s degree in Cybersecurity, Information Technology, or a related field