Senior Software Engineer - Contact Center Analytics (5-8 yrs)

Job Description :

The Contact Center Techno/Function Consultant serves as a subject matter expert in implementing, customizing, and optimizing contact center technologies.

This role bridges technical expertise and functional business needs, ensuring seamless integration and alignment with organizational goals.

The Consultant will also works closely with cross-functional teams to enhance system performance and support system upgrades or expansions.

Responsibilities :

- Strong understanding of call center operations (IVR, WFM, and quality monitoring).

- Experience with liaising business on daily basis & business process modeling and workflow design.

- Work with stakeholders to understand business requirements, challenges, and objectives related to customer interaction channels.

- Act as a liaison between business users, and vendors.

- Oversee the configuration and customization of IVR (Interactive Voice Response)

- Monitor system health and performance, proactively identifying and addressing potential issues.

- Perform routine maintenance tasks such as software updates, patches, and system backups.

- Ensure compliance with security standards and practices in collaboration with IT security teams.

- Identify and resolve system issues related to outages, performance, or inefficiencies.

- Collaborate with IT and vendors to escalate and resolve technical problems.

- Perform root cause analysis for system incidents and recommend preventive measures.

- Lead the troubleshooting of technical issues related to IVR, emite.

- Analyze system performance and provide recommendations to improve operational efficiency and reduce downtime.

- Assess & Validate Solution design with System Architects

Skills & Experience :

- Bachelor's degree in Computer Science, Information Systems, or a related field.

- 5+ years of experience as a Techno-Functional Consultant.

- Strong understanding of business processes and industry trends.

- Proven experience with IVR, WFM, and quality monitoring

- Excellent problem-solving and analytical skills.

- Strong communication and interpersonal skills.

- Ability to work independently and as part of a team