(Automatic Call Distribution), and IVR (Interactive Voice Response) systems, ensuring efficient call flow and agent management... contact center platforms with core enterprise systems, with a specific emphasis on Google's Contact Center AI (CCAI...
AI will design, build, deploy, and maintain AI/ML-powered capabilities for our contact center operations to improve automation, agent... Familiarity with reinforcement learning or dialog policy optimization Knowledge of call center metrics (e.g. average handle time...
Enhancements Design workflows where AI agents can reason over tasks, call APIs, and coordinate across IT systems to resolve... (e.g., ServiceNow, Nexthink) to reduce manual interventions and improve employee experience. Ability to design agent...
architecture, call flows, data architecture, multi-cloud deployments, API integrations, and hybrid-cloud environments Guide... Understanding of SIP, WebRTC, Client Configuration API Integration (REST/SOAP) CRM Integration (Salesforce, Dynamics) Call...
from Geneva - WSO accelerator, contract modifications as per the agent notices. Work across multiple groups to troubleshoot... details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent...
understanding of the various call center metrics and their relationship with each other Should be extremely proficient with Excel... their workforce management operations. Responsibilities Monitor real-time queue status and agent schedule adherence Monitor...
/call center software. Analytical thinking and problem-solving. Knowledge of operational metrics (AHT, Attrition... Excel and CRM platforms Quality check of all Client specified reports generated during the shift Recording agent wise...
media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling.... Experience with managing Copilot, Copilot Studio, and governing AI agent deployments. Administration of Microsoft 365 Services...
and regulations.- Problem solving capacity and Strong decision-making abilities.- Experience in a service call center or transaction...Key Responsibilities :- Responsible to lead a team of contact center resources and ensure effective service level...
inbound/outbound call center operations within the Turbo Cross Sell function. This role is responsible for mentoring... center operations focused on cross-selling various banking products. Demonstrate strong understanding of call center...
of support (Employee Contact Center, P&C Partners, HR Data Management teams). Cooperate transversally to serve as a liaison.... Submit request to create the integration/API call. Work with business to document requirements About you: Experience: 5...
. Required experience: Seasoned experience in call center routing technologies, voice over IP technologies, Security/firewalls, Networking... diversity and inclusion – it’s a place where you can grow, belong and thrive. Your day at NTT DATA The role of Data Center...
with Salesforce for seamless agent experience (screen pop, click-to-dial, call logging). Optimize agent workflows and service... center solutions integrated with Salesforce Service Cloud. This role combines hands-on architecture, technical leadership...
: CCNA (DC). Required experience: Entry level experience in call center routing technologies, voice over IP technologies... agent concepts, redundancy concepts and remote console architecture within supported technical domain. Knowledge of vendor...
: CCNA (DC). Required Experience: Entry level experience in call center routing technologies, voice over IP technologies... agent concepts, redundancy concepts and remote console architecture within supported technical domain. Knowledge of vendor...
with Salesforce for seamless agent experience (screen pop, click-to-dial, call logging). Optimize agent workflows and service... center solutions integrated with Salesforce Service Cloud. This role combines hands-on architecture, technical leadership...
with Salesforce for seamless agent experience (screen pop, click-to-dial, call logging). Optimize agent workflows and service... center solutions integrated with Salesforce Service Cloud. This role combines hands-on architecture, technical leadership...
Email and Chat Agent As a first line of written communication with customers, this Email/Chat Customer Service Agent position... all customer interactions accurately in the CRM system ● Meet or exceed call productivity metrics including handle time, first...
As a Team Lead in our Fintech Card Services contact center, you will serve as a key support role between agents and management... or exceed call productivity metrics including handle time, first call resolution, and quality standards ● Identify and escalate...
Uncontrollable At Agent Level First Call Resolution 3. Monitor And Ensure The Quality Of Customer Interactions, Providing Feedback... Initiatives To Enhance Call Handling Processes And Improve Overall Customer Service Efficiency. Skill Requirements null...