Back to jobsHands-on experience capturing business requirements for contact center migrations (Amazon Connect, Genesys, NICE, Five9).
Knowledge of contact center operations, KPIs, SLAs, and compliance needs in insurance.
Familiar with IVR/IVA and core telephony including WFM, KM, Quality, Reporting analytics, Agent Assist AI enablement.
Experience gathering IVR/A requirements from business, operations and telephony SMEs.
Familiar with conversational AI/NLU tooling (Lex, Dialogflow, Kore.ai, etc.).
Write IVR scripts considering business, CX, and compliance requirements.
Prepare detailed call flow specs for developers.
Experienced in enhancing and migrating the IVR experience from one platform to another (e.g., Avaya to Genesys) and understand conversation design
Document user stories, and acceptance criteria while collaborating with onshore counterpart(s).
General understanding of CTI integrations; ability to document integration use cases, requirements
Support test planning, test case design, test execution along with business stakeholders.
