Position :Contact Center Solution (CRM)
Experience: 7+ Years
Education : MBA or experience in related field
The role requires a passion for delivering results, a commitment to action-oriented analysis, an attitude that anything is possible, and a relentless focus on the customer – both external and internal. The right candidate will thrive in a highly entrepreneurial, fast-changing, and collaborative environment where people are driven, enthusiastic, collaborative and not afraid to take risks. Your mission (and ours) is unique and powerful: fill hearts, minds, and souls with premium audio content that enables learning and literate entertainment.
In this role, you will drive strategy and implementation of a Customer Relationship Management (CRM) system and partner with various teams to develop capabilities and processes that will power customer-centric marketing campaigns across multiple channels and touchpoints.
The ideal candidate will be able to work in an agile environment to deliver results, while also working to define strategy and plans for the next generation of CRM needs.
Thought leadership to develop and guide CRM strategy and drive development and deployment of relevant omni-channel CRM capabilities.
Deliver recommendations and serve as the voice of authority with strong knowledge of internal and external data, tools, marketplace trends, and CRM best practices to guide CRM evolution across multiple customer touchpoints and channels.
Partner with Data Science and Business Analytics teams to operationalize defined customer data, predictive models and campaign results that optimize marketing efforts.
Form a comprehensive contact management strategy, including a robust communications preference center and customer contact calendar, which takes a holistic approach to optimizing customer communications for satisfaction and results across multiple touchpoints, such as emails, push, SMS, on site and social media.
Lead testing & learning agenda geared toward answering key questions that will guide CRM roadmap and usage strategy; partner with cross-functional marketing teams to test CRM campaigns and push continuous evolution of CRM capabilities
Partner with product management to ensure solutions deliver the right outcomes for our marketing strategies and processes; Work across marketing, customer service and product teams to write rules and requirements, as needed, for CRM development
Drive transformation of internal processes & tools to support the objective of marketing efficiency and optimization.
Drive development of new communication channels, including Mobile push notifications, SMS
Help select and guide external CRM support vendors, as appropriate
Evangelize and train marketing teams regarding CRM capabilities
Should have expertise in the below given components but not limited to this.
ACD and IVR
Work Force Management
CTI servers and CRM adopters
Automatic Speech Recognition (ASR)
Text to Speech (TTS)
Callback and Post call Survey
Must be proficient in the techniques that lead to, the production and design of complex Contact Centre environments. Including, requirements discovery and analysis, formulation of solution context, identification of solution alternatives and their assessment, technology selection, and design configuration.
Should have prepared of Roadmap, Strategy for Call Centre Implementation
Knowledge of all phases of IVR development including design, coding, testing, debugging, implementation, and support of contact center.
Knowledge with different database technology MSQL, PostgreSQL, Oracle, Cache etc.
Knowledge of CTI and CRM integration for contact centre.
Knowledge with Contact Centre design and routing methodologies to ensure successful, scalable deployments.
Aware of positioning of CRM CTI servers.
Ability to handle multi-channel integration, involving Email, Fax, Web Chat etc. along with Voice
Knowledge about Voice XML
Aspect Unified IP and WFM.
Aspect and Nuance CTI Server
NICE Recording Solution
uance Network Hub (NNH)
Avaya / Cisco ACD
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