Create call Flows to route customers through the start to finish process that will lead someone to an agent.
They want to assist the customer from a telephony system to a chatbot before an agent because agents are costly.... Needs to visualize and create this experience
Ex: payment extensions / move in and move out / disconnect and connect.
Need to be in the Miami office - LFO
Be able to speak to business on the flows
JD for Functional Designer • Functional Designer/lead for designing customer journeys using Omnichannel experience & Agent assist for Contact Center platform.
o Understand the customer intent and should be able to design call flows to route customers from IVR to chatbots, agent assists and other channels
o Reduce customer call containment
Should have some experience in IVR/telephony/Contact Center platform.