CCaaS Flow/Routing Specialist

Position Description:

The IVR & Routing Specialist is responsible for the design, development, implementation, and optimization of Interactive Voice Response (IVR) systems and intelligent call routing strategies within a Cloud Contact Center as a Service (CCaaS) platform. This role ensures seamless customer experiences, efficient call flows, and alignment with business objectives.

This role is critical in delivering seamless, efficient, and customer-focused contact center experiences through advanced IVR and intelligent routing solutions.

Your future duties and responsibilities:

. IVR Design & Development Build and maintain IVR call flows using CCaaS tools and scripting languages. Collaborate with business stakeholders to gather requirements and translate them into effective IVR solutions. Integrate IVR with backend systems (CRM, databases, APIs) for dynamic and personalized interactions.
. Routing Strategy Develop and ...