Responsibilities

• Lead the design of customer journeys that enhance the omnichannel experience, focusing on seamless transitions between IVR, chatbots, and live agents.
• Analyze customer intent to design call flows that effectively route customers through the contact center, minimizing frustration and improving satisfaction.
• Identify opportunities to reduce customer call containment and improve self-service options, enhancing overall efficiency.
• Work closely with cross-functional teams, including product management, engineering, and customer service, to ensure alignment on design objectives and implementation.
• Utilize your knowledge of IVR, telephony, and contact center platforms to inform design decisions and enhance system capabilities.
• Create and maintain detailed documentation of call flows, design specifications, and user experience guidelines to support development and implementation.

Qualifications

• Proven experience as a Functional Designer or in a similar role, with a strong focus on customer journey design within contact center environments.
• Familiarity with IVR, telephony systems, and contact center platforms is essential.
• Strong analytical abilities to understand customer intent and develop effective routing strategies.
• Excellent verbal and written communication skills for presenting design concepts and collaborating with stakeholders.
• Relevant education or training in a related field is preferred.

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