almost 3 years ago
Bengaluru, India
Staff+
Responsibilities
- Implement omni-channel solutions for customer service.
- Manage case workflows and case load balancing.
- Integrate telephony systems and CTI solutions.
- Enhance client and end-user experiences through innovative solutions.
- Collaborate with architects from other teams to propose solutions.
Requirements
- Experience with omni-channel implementation and live agent systems.
- Proficiency in case management and case warming approaches.
- Knowledge of CTI and telephony implementation.
- Familiarity with workforce management and Salesforce best practices.
- Ability to communicate effectively with cross-functional teams.