Contact Centre Process Designer

4 weeks ago


Melbourne, Victoria, Australia Axiom Technologies Full time
About the Role

Axiom Technologies is a global IT services partner supporting medium to large-scale enterprises. We are seeking a skilled professional to join our team as a Contact Centre Process Designer.

Key Responsibilities
  • Identify business processes impacted and define the work required to be part of scoping and requirements gathering.
  • Identify process improvement opportunities, design and optimize any process improvement, and/or support the delivery of tactical opportunities identified.
  • Design and optimize workflows for task distribution, ensuring efficient routing of interactions across channels to the right resources at the right time.
  • Collaborate with stakeholders to understand pain points, business requirements, and technical constraints.
  • Work with the Business Analyst to ensure existing enterprise software applications and homegrown systems capture tasks and apply business rules and prioritization rules.
  • Enhance and document customer journeys by orchestrating interactions across touchpoints.
  • Implement proactive notifications using outbound communication strategies.
  • Support change implementation to the business.
  • Conduct thorough testing of applications to validate call flows, error handling, and integration points.
  • Debug issues related to call routing, data transformation, and application behavior.
  • Collaborate with Workforce Optimisation teams and end-users to identify and resolve issues.
  • Document process and workflows.
  • Train contact centre agents and administrators on using the applications effectively.
  • Provide ongoing support and updates as needed.
Requirements
  • 2+ years of relevant experience.


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