Title: Contact Center IVR Solution Design Consultant

Total experience in required skill (years) 10+

Relevant Experience (in Yrs) 4+ years

Technical/Functional Skills 
* Experience in Requirements gathering, designing Use Cases and developing process based solutions in Contact Center Services
* Experienced in Call Center Technologies and IVR automation and Telephony Integration (TI)
* Enterprise Systems Integration experience with Contact Center IVR and helpdesk Applications, IR Call flows, VUI design and web services 
* Enterprise systems integration experience to include mainframe and distributed systems 
* Experience in analysis, design, development, and deployment of large scale multi-tier enterprise application systems 
* Strong written and verbal communication 
* Experience with Microsoft Office Suite of tools 
* Knowledge of SOAP/XML/WS Security 
* Ability to thrive in dynamic, fast-paced software development environment 
* Experience in all phases of software development lifecycle including design, configuration and development, testing and implementation


Roles & Responsibilities
* Establish and maintain technical relationships between various stakeholders across multiple work groups to enhance existing call center site functionalities and troubleshoot issues that arise before/during/after deployment 
* Act as the single point for contact for work intake. 
* Create, manage, and update business requirements / solution designs and Change Request as per business needs and ensure technical risks/issues are well documented and communicated to project Stakeholders. 
* Communicate specifications and guidelines to ensure multiple simultaneous and inter-dependent deployments are managed well