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- Experience with all areas of contact center technology, including IVR, Quality Management, Workforce Engagement, Omni-channel Solutions, Digital Assistants, Social Media and Bots
- Experience with custom integrations to 3rd party solutions, including PCI-Pal, Eckoh, Omilia, Amelia Smart Assist, Google Dialogflow, Salesforce, Sprinklr, Acqueon and others
- Experienced in contact center transformation, customer engagement, and customer success.
- Experience in managing projects and programs of all sizes and providing technology and business strategy consulting to business teams.
- Experience in gathering requirements, ensure capturing business process flows , dependencies, API readiness, drafted stories, and hosted Agile ceremonies such as: daily stand ups, backlog refinement, sprint planning, demos, and retrospectives.
- Ability to use various project management software (JIRA, MS Project, Smartsheet)
- Provide support to the development team in implementing solutions to ensure adherence to defined business rules and technical standards
- Assess performance and help them improve their processes and systems
Ability to effectively communicate technical information to non-technical team members and work collectively to achieve common goals