Job Description

Information Technology Business System AnalystProject for transitioning a Contact Centre from CISCO to Google CCaaS.Call Flows (IVA) Call navigation & menusPrompt validationResponse time and fluidityError handlingIntegration to correct queueQueue configurationCall routingTarget agentPrioritiesWait timeWait music & messagesOverflow behaviourAgent Desktop / Octo AuthenticationReceive callsTransfer callsValidate displayStatistics Verify statistic reports are accurate

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