This role interacts with various teams inside AA and vendors and is responsible for designing and developing routing strategies and list objects to ensure optimal performance. Requires continuous interaction with IT leads and executives to ensure contact center processes are sustainable, repeatable, and predictable.
RESPONSIBILITIES Tasks, functions, deliverables, etc.
Design, develop, document, and implement standard, integrated call handling processes
Develop concise and clear technical specifications based on analysis of complex business requirements
Contribute effectively at many different points in a project life cycle, as an individual contributor
Provide production support of software application
Integrate SIP methodologies into strategy development
Develop and administer quality reviews of processes / tools to support standard offer
Incorporate outbound capabilities using GVP and Proactive Contact
Administer changes using GA and Database query development (SQL & Oracle)
Collaborate with infrastructure technology and management to define and document strategies and standard processes
Develop and maintain usable standard repository
Align with and support cross Business Unit process initiatives
Bachelor’s degree plus six years’ experience directly related to role responsibilities or an equivalent combination of education, training and experience. Directly related education, training and experience includes:
Additional Locations: None