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- ...to detail and data accuracy is critical. Preferred Qualifications: Experience with CRM or contact center platforms (e.g., Avaya, Genesys, Five9, AWS etc). Basic understanding of Workforce Management tools. Knowledge of scripting or automation tools (e....
- ...SLA and KPI reports ~ Can formulate/implement strategies to improve call handling capabilities ~ With Strong background in CMS Avaya ~ Can create basic call center automation (CMS Scripts, VBA, Macro, Task Scheduler) ~ Able to organize, review meetings to identify...
- ...are essential ~ Experience with scheduling software (such as eWorkforce Management, Genesys WFM) and ACD reporting systems (such as Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS) is recommended ~ Basic knowledge of operational tactical and strategic...
- ...experience with WFM tools such as NICE, Verint, Aspect, Genesys, or similar platforms • Hands-on experience with telephony systems such as Avaya, Cisco, Amazon Connect, Five9, or similar technologies • Can start ASAP • Willing to work onsite in Mandaue/Cebu City...
- ...flows with API integration, web services, and other related technologies. Preferably experience in building IVR call flows within the Avaya, Amazon Connect, Twilio, Genesys Cloud, and other contact center platforms Must have 2+ years experience in programming using...
- ...previously connected to Sutherland (case-to-case basis; must have at least 2 years gap) ~ Not qualified if with experience in RingCentral, Avaya, or Cisco Recruitment Process: Initial Interview Program Interview Client Interview Additional Notes: B2B and...
- ...Knowledge of VBA/SQL preferable. Should have exposure to Aspect/IEX/BP standard WFM tools . Should be sound in his knowledge of Avaya CMS. Should be able to think on the feet to make decisions related to steps which would impact business. Experience: ~...
- ...if required, additional contact channels as well such as Chat, Email, Self Service Tickets; Tools - Service Now, AD, RAVPN, Five9, Avaya, Ms Office, O365 environment, Cerner, Krono. Relevant Service Desk Experience is an advantage. Basic knowledge about software...
- ...and maintain all databases for accuracy in administration and reporting functions. This includes Aspect (Workforce, RTA & Empower), Avaya CMS (call management system), Hyperion, and future databases not listed but that may be introduced to the operations area to improve...
775000 $ per day
...Conversational AI (like Amazon Lex, IBM Watson, Microsoft PVA, Nuance, Khoros, etc.) and CCaaS platforms (Genesys, Amazon Connect, Avaya, Cisco, Sprinklr, etc.) is good to have ~ Story boarding, creating differentiated solution as per client needs and compelling story...- ...InContact CXone platform components (MAX, ACD, Softphone, Inbound, Outbound Dialer, Scripting) At least 3 years experience maintaining Avaya Call Recorder/NICE Call Recording is preferred Experience supporting a global enterprise and regulatory requirements including...
- ...Proficient in Microsoft Excel (specifically regarding pivot tables, basic formulas, and data visualization/charting). Systems Knowledge: Familiarity with standard call center WFM platforms (e.g., Avaya CMS, Aspect eWFM, IEX, Verint, or similar queue monitoring tools)....
- ...Conversational AI (like Amazon Lex, IBM Watson, Microsoft PVA, Nuance, Khoros, etc.) and CCaaS platforms (Genesys, Amazon Connect, Avaya, Cisco, Sprinklr, etc.) is good to have ~ Story boarding, creating differentiated solution as per client needs and compelling storytelling...