3 of 3 Contract IVR Jobs in London

routing rules, SLAs, and service workflows. Develop scalable CRM solutions aligned to business objectives and customer service strategies. Contact Centre & Customer Service Transformation Define IVR workflows, intelligent routing logic, customer interaction processes, and agent experience requirements. Support the transformation of contact centre operations through digital engagement and automation initiatives. Identify … processes. Experience designing and configuring: Case Management Queue Management Work Allocation Service Workflows Customer Service Automation Experience supporting contact centre transformation programmes. Knowledge of: IVR design Intelligent routing Agent desktop experiences Omnichannel customer engagement Understanding of telephony and contact centre platform integrations. Functional Consulting Requirements analysis and functional design expertise. ...

omnichannel customer engagement platforms incorporating voice, chat, digital messaging and self-service capabilities. Configure and optimise Dynamics 365 Omnichannel, Unified Routing, IVR and customer journey orchestration. Develop AI-powered customer experiences using Copilot Studio, virtual agents and conversational AI technologies. Design and implement integrations with Azure Communication Services, telephony platforms … Contact Center Dynamics 365 Customer Service Dynamics 365 Omnichannel Copilot Studio Azure Communication Services Power Platform Customer Insights Azure Integration Services Unified Routing IVR and Voice Channel Design API and Integration Architecture AI, Automation and Conversational Experiences Solution Architecture and Technical Governance Ideal Candidate You will be an experienced Microsoft ...

automation and intelligent routing. Collaborate with telephony and communications teams to integrate contact centre platforms with D365. Contribute to the design and delivery of IVR/IDR (Interactive Voice/Digital Response) solutions. Facilitate workshops with business stakeholders and provide expert guidance on best practice customer engagement processes. Support testing … Contact Centre AI (CCAI) technologies and customer service automation. Knowledge of telephony integration within customer service or contact centre environments. Experience designing or supporting IVR/IDR solutions. Ability to translate business requirements into functional and technical specifications. Strong stakeholder management and workshop facilitation skills. Experience working within Agile delivery ...