Contact Centre process Designer Genesys
4 months ago
Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at .
We are looking for the capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organisations desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.
Experience
Identify business processes impacted and define the work required to be part of scoping and requirements gathering Identification of process improvement ( contact center mgmt. processes, Handling time reduction) 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 (voice, chat, email, etc.) to the right resources at the right time, regardless of media type, system, or location. Consider factors like agent availability, skill-based routing, priority handling, and SLA adherence. Collaborate with stakeholders (including business analysts, developers, and system architects) to understand pain points, business requirements, and technical constraints . Work with the Business Analyst to ensure existing enterprise software applications (such as ERP, BPM, DCM, and Salesforce) and homegrown systems to capture tasks, and ensure Business Rules and Prioritization rules are applied to classify, prioritize, and reprioritize tasks based on business context (e.g., associated business process, product requested, customer value) Enhance and document customer journeys by orchestrating interactions across touchpoints. Implement proactive notifications (e.g., appointment reminders, and order updates) using outbound communication strategies. Support with the 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 center agents and administrators on using the applications effectively. Provide ongoing support and updates as needed.Experience in a similar role
2+ year of relevant experience.What next?
If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to @
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