Tech Lead-Software

Architect/Call Flow Administrator - Responsible for constructing call flows using Architect. Business Champion - Provides resources and funding for the implementation, removes organizational roadblocks, and articulates the business vision during project implementation. Contact Center Manager - Responsible for configuring and running contact center activities such as outbound dialing campaigns, scripts, quality evaluations, and workforce management schedules. Contact Center Agent - Performs inbound and outbound customer interactions by phone, email, or chat. Responsible for joining queues, annotating recordings, viewing evaluations, and assigning wrap up codes. Contact Center Supervisor - Acts in a managerial role to the agents and handles such responsibilities as managing queues, generating reports, managing wrap up codes and canned responses, viewing performance data, and reviewing call recordings.