Apex Systems is seeking an experience Call Center Flow Designer to join client in the Greater Miami Area. As the functional lead, you will be responsible for designing seamless customer journeys using Omnichannel experiences and Agent Assist for their Contact Center platform. Your primary goal in this role will be to understand customer intent and design efficient call flows that route customers from IVR to chatbots, agent assists, and other channels, ultimately reducing customer call containment.
Location: Greater Miami Area
In office 5x per week.
Two office location possibilities.
Duration: 12+ month contract- expected to extend.
Benefits: Health, Dental, Vision, 401k Options, and much more.
Key Responsibilities:
Functional Lead: Design and optimize customer journeys using Omnichannel experiences and Agent Assist for the Contact Center platform.
Customer Intent Understanding: Analyze and interpret customer intent to create effective call flows.
Call Flow Design: Develop and implement call flows that route customers from IVR to chatbots, agent assists, and other channels.
Containment Reduction: Strategize and execute plans to reduce customer call containment.
Collaboration: Work closely with cross-functional teams to ensure seamless integration of call flows with other customer service tools and platforms.
Continuous Improvement: Monitor and analyze call flow performance, making data-driven adjustments to enhance customer experience.
Qualifications:
Proven experience in designing call flows for IVR, telephony, or Contact Center platforms.
Strong understanding of Omnichannel customer service strategies and Agent Assist technologies.
Excellent analytical skills to understand and interpret customer intent.
Ability to collaborate effectively with cross-functional teams.
Strong problem-solving skills and attention to detail.
Excellent communication skills, both written and verbal.
Willing to work in the office 5x per week.
Preferred Skills:
Experience with chatbot integration and AI-driven customer service solutions.
Familiarity with customer service metrics and performance analysis.
Knowledge of the latest trends and best practices in customer service and call flow design.