Call Center Flow Designer
2 days ago
We are seeking a skilled Call Center Flow Designer to join our team at Apex Systems 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 our Contact Center platform.
Key Responsibilities:
- Design and optimize customer journeys using Omnichannel experiences and Agent Assist.
- Analyze and interpret customer intent to create effective call flows.
- Develop and implement call flows that route customers from IVR to chatbots, agent assists, and other channels.
- Strategize and execute plans to reduce customer call containment.
- Collaborate with cross-functional teams to ensure seamless integration of call flows with other customer service tools and platforms.
Requirements:
- 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.
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.
What We Offer:
- Health, Dental, Vision, 401k Options, and much more.
- Opportunity to work with a leading company in the industry.
- Collaborative and dynamic work environment.
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