Summary

• Our client is seeking a Technical Consultant for their Contact Center, who will work with customers to review contact center operations and formulate plans to improve efficiencies, optimize operations, and enhancing customer experience.

• The ideal candidate will have a minimum 10 years' experience as a manager or analyst within a large scale, multi-site contact center.
• This position comes with 25 % remote possibility and is a 6-months contract that comes with possible extensions.

Roles & Responsibilities

• 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:

  • Process workflows
  • Call flows
  • Contact Center Metrics
  • Self-service applications
  • Desktop applications
  • CRM, IVR, and desktop integrations
  • Multi-channel blending
  • Quality Management and Workforce Management tools and processes
  • 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

Preferred Qualifications

• Project Management skills

Minimum Qualifications

• 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
  • Cisco Contact Center Enterprise
  • Genesys Pure Engage, Pure Cloud or Pure Connect
  • Avaya Aura
  • NICE In Contact
  • Five9
• Experience with one or more of the following Workforce Optimization platforms
  • NICE
  • Verint
  • Calabrio

Central Business Solutions, Inc,
37600 Central Ct.
Suite #214
Newark, CA 94560