13547 – Functional Designer (onsite) – Miami, FL
Start Date: ASAP
Type: Temporary Project
Estimated Duration: 12 months with possible extensions.
Work Setting: 100% of the time at the Client’s site. No telecommuting or remote work. This is a non-negotiable requirement from the Client.
Required:
• Availability to work 100% of the time at the Client’s site in Miami, FL (required);
• Experience in designing customer journeys using Omnichannel experience & Agent assist for Contact Center platform.
• Experience with the customer intent and should be able to design call flows to route customers from IVR to chatbots, agent assists and other channels
• Experience with customer call containment
• Experience in IVR/telephony/Contact Center platform
Responsibilities:
• Develop customer journeys utilizing Omnichannel experience and Agent Assist tools to enhance the Contact Center platform.
• Design call flows that efficiently route customers from IVR systems to chatbots, agent assists, or other channels, ensuring a seamless customer experience.
• Implement strategies to improve call containment by addressing customer needs within self-service channels like IVR and chatbots.
• Design, test, and maintain Interactive Voice Response (IVR) systems for optimal routing and customer handling.
• Work with customer service, development, and operations teams to align call flows and platform enhancements with business objectives.
• Monitor customer interactions and analyze key metrics to identify areas for improvement in call flows and containment strategies.
• Provide training and support to agents in using new call flow designs, omnichannel tools, and assistive technologies.
Why apply?
• Gain experience with one of the world’s best energy companies;
• Work with a great team of professionals and learn the newest technologies and approaches;
• Enjoy our Client’s wonderful campus with top-notch facilities for work and recreation;
• Benefit from multiple project extensions and an opportunity to apply full-time after your contract is successfully completed;
• Receive support and advice from Vitaver consultants who are already working at our Client’s site;
• Get extra cash by participating in the Vitaver Successful Completion Bonus Program;
• Always get paid in full and on time.