London, South East, England, United Kingdom Hybrid / WFH Options
FDM Group
a remote role with the occasional travel to the client’s office in Solihull . The focus of this role will be on Dynamics Omnichannel with Co-Pilot studio (IVR and also chat bot) to support with a project the client has inflight. The roleholder will be required to develop chatbots as well as a contact centre based on Dynamics More ❯
software, with deep domain experience in digital/unassisted self-service channels (e.g., Google Dialog Flow). Experience with generative AI in the customer service domain is a plus. IVR/Routing/ACD experience preferred. Experience in business process improvement and customer success. Proven ability to independently handle senior executive audiences and stakeholders, provide thought leadership, and gain strategic More ❯
Experience designing and building large-scale contact centres Experience of NICE CXone deployments Experience designing and implementing digital messaging solutions Hands-on experience implementing Workforce Optimization Tooling ACD/IVR configuration CRM integration Outbound Dialling Digitally First Omnichannel (DFO) Agent Desktop Customisation Implementation of highly complex routing logic A strong understanding of contact centre reporting and KPIs Live chat/ More ❯
experiments, and drive insight-led 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/challenger frameworks, and hold agencies More ❯
