Lead Consultant - Contact Center Cloud Engineer

Inviting applications for the role of Lead Consultant - Contact Center Cloud Engineer

Responsibilities

Demonstrate knowledge of IVR / Contact Center technologies

Working knowledge of ACS, Dynamic 365, Copilot Studio

Implementation of a full scale IVR

Understanding and implementation of workflow automation

Create adequate documentation describing the Contact center.

Demonstrate a dedication to continuous improvement, both in terms of quality, and accessibility.

Demonstrate knowledge of Contact center solutions

Analyzing and translating business needs into long-term IVR solutions

Evaluating existing IVR

Experience in the US Healthcare domain.

Developing best practices for IVR workflows.

Troubleshooting and optimizing workflows.

Experience working in Azure (ACS, Dyanmics 365 , Copilot Studio)

Effectively partner with Contact center engineers to ensure hand off between contact center and APIs.

Partner where necessary with pharmacy staff to understand flows required in the IVR

Provide thought leadership in solutioning advance Contact Center strategies

Pro-Actively deploy solutions that improve call quality and customer experience

Qualifications we seek in you!

Minimum Qualifications

Bachelors / Degree in Computer Science or other technology field

Contact center experience

Experience with Azure Dyanmics 365 and Azure Communication services

Working knowledge of Copilot Studio

Sound knowledge of MS / Azure infrastructure

Excellent analytical, Interpersonal and Communication skills, fast learner, hardworking and good team player

Preferred Qualifications / Skills

Bachelor%27s degree in Cybersecurity, Information Technology, or a related field