Implementation-Conversion Analyst Senior Specialist

Deliver and manage large scale technical contact center implementations. Develop metrics dashboards and filters, maintain user stories and issues, plan sprints, etc.

Requirements

• 8-12 years of experience in delivering and managing large scale technical contact center implementations
• Knowledge in RPA, CTI, Agent Desktops, Chatbot, Voicebot, Voice recording, PBX/ACD
• Knowledge of contact center applications such as QM, Speech analytics, Automation, VoC, Cloud & WFM
• Working knowledge of Jira/ServiceNow
• Implementation experience of RPA tools (UiPath, AA 360 etc., NICE inContact)
• Implementation experience of Amazon Web Services (AWS) / Azure
• Good commercial judgment
• Proven operational excellence and client services experience in Back office/contact center industry
• Cross domain experience in Payments, Banking Financial Services
• In-depth knowledge of contact center and BPO processes
• Strong analytical skills
• Superior people skills
• Exceptional presentation and demo capabilities
• Strong verbal/written communication skills
• Self-motivated, highly organized, and team-oriented

Benefits

• Competitive salary
• Private medical and dental coverage insurance
• Broad range of professional education and personal development opportunities