Functional Designer (onsite)

Company: Vitaver & Associates, Inc.
Location: Miami
Posted on: November 1, 2024

Job Description:

Information Technology / TelecommunicationsFunctional Designer (onsite)

• Miami, Florida
• Temp Project13547Estimated Duration: 12 months with possible extensions.Work Setting: 100% of the time at the Client's site. No telecommuting or remote work. This is a non-negotiable requirement from the Client.Required:--- Availability to work 100% of the time at the Client's site in Miami, FL (required);--- Experience in designing customer journeys using Omnichannel experience & Agent assist for Contact Center platform.--- Experience with customer intent and should be able to design call flows to route customers from IVR to chatbots, agent assists, and other channels.--- Experience with customer call containment.--- Experience in IVR/telephony/Contact Center platform.Responsibilities:--- Develop customer journeys utilizing Omnichannel experience and Agent Assist tools to enhance the Contact Center platform.--- Design call flows that efficiently route customers from IVR systems to chatbots, agent assists, or other channels, ensuring a seamless customer experience.--- Implement strategies to improve call containment by addressing customer needs within self-service channels like IVR and chatbots.--- Design, test, and maintain Interactive Voice Response (IVR) systems for optimal routing and customer handling.--- Work with customer service, development, and operations teams to align call flows and platform enhancements with business objectives.--- Monitor customer interactions and analyze key metrics to identify areas for improvement in call flows and containment strategies.--- Provide training and support to agents in using new call flow designs, omnichannel tools, and assistive technologies.Why apply?--- Gain experience with one of the world's best energy companies;--- Work with a great team of professionals and learn the newest technologies and approaches;--- Enjoy our Client's wonderful campus with top-notch facilities for work and recreation;--- Benefit from multiple project extensions and an opportunity to apply full-time after your contract is successfully completed;--- Receive support and advice from Vitaver consultants who are already working at our Client's site;--- Get extra cash by participating in the Vitaver Successful Completion Bonus Program;--- Always get paid in full and on time.
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Keywords: Vitaver & Associates, Inc., North Miami , Functional Designer (onsite), Other , Miami, Florida