Implementation-Conversion Analyst II

Implementation-Conversion Analyst II with 8-12 years of experience in delivering and managing large scale technical contact center implementations, with knowledge in RPA, CTI, and contact center applications.

Requirements

• Previous 8-12 years of experience delivering and managing large scale technical contact center implementations.
• Knowledge in the following areas is critical: RPA, CTI, Agent Desktops, Chatbot, Voicebot, Voice recording, PBX/ACD
• Working knowledge of Jira/ServiceNow- develop metrics dashboards and filters, maintain user stories and issues, plan sprints, etc.
• Working knowledge /Implementation Experience of RPA tools (UiPath, AA 360 etc., NICE inContact)
• Working knowledge /Implementation Experience of Amazon Web Services (AWS) / Azure
• Must have good commercial judgment and be capable of working in an aggressive delivery environment.
• Proven operational excellence and client services experience in Back office/contact center industry specifically in Digital and CX Transformation
• Cross domain experience includes Payments, Banking Financial Services.
• Experience in handling different kinds of Contact Center process solutions like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
• In-depth knowledge of contact center and BPO processes.
• Must demonstrate a high level of technical expertise and experience.
• Strong analytical skills, being able to perform ROI / CBA analysis.
• Superior people skills
• Exceptional presentation and demo capabilities
• Strong verbal/written communication skills
• Self-motivated, highly organized, and team-oriented

Benefits

• Private medical and dental coverage insurance
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern work environment and a dedicated and motivated team
• A broad range of professional education and personal development opportunities
• A work environment built on collaboration and respect