You'll leverage technologies such as process mining, predictive analytics, and intelligent decision support systems, while also incorporating complementary AI capabilities including voice technologies (IVR, voice-to-text), computer vision (image and video-based diagnostics), and natural language processing where they provide strategic value. Beyond our customer-facing products, you More ❯
and limitations of each solution. Demonstrate awareness of the broader CCaaS ecosystem including vendors providing capabilities such as call recording, call assurance, natural language IVR, translation services, transcription, centralised management, audit and related CCaaS AI capabilities. Customer Experience Strategy: Collaborate with customers to define their customer experience (CX) strategy. Act More ❯
aligned remit area. Essential requirements 8-10 + year experience for applications running in MS Windows platform. Working knowledge of Contact Centre applications like IVR, Genesys etc. Good knowledge on IVR and its designing with flow. Knowledge in Genesys Systems and technology. Experience with Microsoft Office products - O365, PowerPoint, Word More ❯
enhancements to cure, recovery, and roll rates. Own the development and A/B testing of omni-channel engagement flows - SMS, email, push, app, IVR, and agent - informed by behavioral and risk signals. Lead strategy and oversight of third-party collections and debt recovery partners. Define SLAs, implement champion/ More ❯
centre technologies specifically Amazon Connect. You'll also be proficient in designing, implementing and optimising contact centre environments including call routing, InteractiveVoiceResponse (IVR) and journey automation using Gen AI utalising Q In Connect integration within CRM systems. You'll have a background in application architecture, and business data More ❯
