Apex Systems
Functional Design Lead
Apex Systems, Palm Beach Gardens, Florida, United States, 33410
Apex Systems, a World-Class Technology Solutions Provider, is seeking applicants for the below position on behalf of our client. Please apply if interested and qualified. Please note that only qualified candidates will be contacted.
Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below.Position:
Functional Designer (Contact Center Software)Location:
Onsite in Miami FL OR Palm Beach FLDuration:
Long Term ContractRate Range:
up to $65 per hour
Position Overview:Client is replacing their contact center platform and moving to AWS Connect. Their goal is to get 90% of inquiries handled by IVR Agent Assist and/or Chat Bot. They are looking for a Functional Design lead to help build out customer journeys and workflows using VoiceFlow.Requirements:IVR/Telephony/Contact Center platform experienceExperience designing customer journeys and workflowsUnderstanding of customer intent, routing from IVR to chatbots/agents, omnichannel/agent assistVoiceflowAWS ConnectResponsibilities:Customer Journey Mapping
Develop detailed customer journey maps to identify key touchpoints and pain points.Design seamless workflows that enhance the customer experience from start to finish.
Workflow Design and Optimization
Create and optimize workflows for various customer interactions, such as bill payments and outage reports.Ensure workflows are intuitive and reduce the need for agent intervention.
IVR and Chatbot Integration
Design IVR menus and chatbot interactions that align with customer needs.Implement routing logic to transition customers smoothly from IVR to chatbots or agents as needed.
Customer Intent Analysis
Analyze customer interactions to understand their intent and improve workflow efficiency.Use insights to refine workflows and ensure they meet customer expectations.
Omnichannel Experience Design
Design workflows that provide a consistent experience across all communication channels.Integrate phone, chat, and email support to create a unified customer journey.
Performance Monitoring and Feedback
Monitor the performance of workflows and customer journeys.Collect and analyze feedback to identify areas for improvement.
Collaboration with Cross-Functional Teams
Work closely with teams such as IT, customer service, and UX design to align on workflow and journey design.Ensure all stakeholders are informed and involved in the design process.
Stay updated with the latest trends in customer journey design and workflow optimization.Implement best practices to continuously enhance the customer experience.Training and Support
Train staff on new workflows and customer journey designs.Provide ongoing support to ensure smooth implementation and adoption.
EEO EmployerApex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.Employee Type:ContractJob Type:Digital Experience and Content Strategy
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Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below.Position:
Functional Designer (Contact Center Software)Location:
Onsite in Miami FL OR Palm Beach FLDuration:
Long Term ContractRate Range:
up to $65 per hour
Position Overview:Client is replacing their contact center platform and moving to AWS Connect. Their goal is to get 90% of inquiries handled by IVR Agent Assist and/or Chat Bot. They are looking for a Functional Design lead to help build out customer journeys and workflows using VoiceFlow.Requirements:IVR/Telephony/Contact Center platform experienceExperience designing customer journeys and workflowsUnderstanding of customer intent, routing from IVR to chatbots/agents, omnichannel/agent assistVoiceflowAWS ConnectResponsibilities:Customer Journey Mapping
Develop detailed customer journey maps to identify key touchpoints and pain points.Design seamless workflows that enhance the customer experience from start to finish.
Workflow Design and Optimization
Create and optimize workflows for various customer interactions, such as bill payments and outage reports.Ensure workflows are intuitive and reduce the need for agent intervention.
IVR and Chatbot Integration
Design IVR menus and chatbot interactions that align with customer needs.Implement routing logic to transition customers smoothly from IVR to chatbots or agents as needed.
Customer Intent Analysis
Analyze customer interactions to understand their intent and improve workflow efficiency.Use insights to refine workflows and ensure they meet customer expectations.
Omnichannel Experience Design
Design workflows that provide a consistent experience across all communication channels.Integrate phone, chat, and email support to create a unified customer journey.
Performance Monitoring and Feedback
Monitor the performance of workflows and customer journeys.Collect and analyze feedback to identify areas for improvement.
Collaboration with Cross-Functional Teams
Work closely with teams such as IT, customer service, and UX design to align on workflow and journey design.Ensure all stakeholders are informed and involved in the design process.
Stay updated with the latest trends in customer journey design and workflow optimization.Implement best practices to continuously enhance the customer experience.Training and Support
Train staff on new workflows and customer journey designs.Provide ongoing support to ensure smooth implementation and adoption.
EEO EmployerApex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.Employee Type:ContractJob Type:Digital Experience and Content Strategy
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