Functional Designer (onsite)
Company: Vitaver & Associates, Inc.
Location: Miami
Posted on: November 1, 2024
Job Description:
Information Technology / TelecommunicationsFunctional Designer
(onsite)
- Miami, Florida
- Temp Project13547Estimated Duration: 12 months with possible
extensions.Work Setting: 100% of the time at the Client's site. No
telecommuting or remote work. This is a non-negotiable requirement
from the Client.Required:--- Availability to work 100% of the time
at the Client's site in Miami, FL (required);--- Experience in
designing customer journeys using Omnichannel experience & Agent
assist for Contact Center platform.--- Experience with customer
intent and should be able to design call flows to route customers
from IVR to chatbots, agent assists, and other channels.---
Experience with customer call containment.--- Experience in
IVR/telephony/Contact Center platform.Responsibilities:--- Develop
customer journeys utilizing Omnichannel experience and Agent Assist
tools to enhance the Contact Center platform.--- Design call flows
that efficiently route customers from IVR systems to chatbots,
agent assists, or other channels, ensuring a seamless customer
experience.--- Implement strategies to improve call containment by
addressing customer needs within self-service channels like IVR and
chatbots.--- Design, test, and maintain Interactive Voice Response
(IVR) systems for optimal routing and customer handling.--- Work
with customer service, development, and operations teams to align
call flows and platform enhancements with business objectives.---
Monitor customer interactions and analyze key metrics to identify
areas for improvement in call flows and containment strategies.---
Provide training and support to agents in using new call flow
designs, omnichannel tools, and assistive technologies.Why
apply?--- Gain experience with one of the world's best energy
companies;--- Work with a great team of professionals and learn the
newest technologies and approaches;--- Enjoy our Client's wonderful
campus with top-notch facilities for work and recreation;---
Benefit from multiple project extensions and an opportunity to
apply full-time after your contract is successfully completed;---
Receive support and advice from Vitaver consultants who are already
working at our Client's site;--- Get extra cash by participating in
the Vitaver Successful Completion Bonus Program;--- Always get paid
in full and on time.
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Keywords: Vitaver & Associates, Inc., Miramar , Functional Designer (onsite), Other , Miami, Florida
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