Designing IVR call flows using Microsoft Visio.
Building UAT testing documents in Microsoft Excel
Perform UAT testing on newly created IVR call flows
Gather and document current state of IVR components and consulting with call centers on IVR optimization
Build and Document processes
HS degree or equivalent required, Bachelor’s Degree preferred
contact center support operations experience
experience designing and optimizing IVR call flows. Prompt scripting
experience working with IVR, CRM, and quality monitoring solutions
Teamwork & collaboration skills to work across organizations
Problem solving skills to develop quick yet sound solutions to resolve complex issues
Demonstrate self-direction, self-motivation, self-initiative, and work autonomously
Experience writing process documentation
Experience with Microsoft Visio
Excellent written and oral communication skills.
Strong documentation skills: Visio, Confluence, SharePoint
Contact center experience
Principals only. Recruiters, please don't contact this job poster.
do NOT contact us with unsolicited services or offers