What are the responsibilities and job description for the Contact Center Specialist position at Novia Infotech?
We are seeking a senior-level resource with deep expertise in contact center technologies, focusing on driving productivity, innovation, and complete business outcomes. The ideal candidate should have a strong technical and architectural background in:
• AWS Connect for voice-based interactions
• Q in Connect for AI-driven agent assistance and automation
• IVR systems and their integration with agent desktop experiences
• Omnichannel customer journey orchestration within an airline or travel industry
Key Responsibilities:
• Architect seamless transitions between IVR and live agents, ensuring that customer context is preserved and efficiently surfaced to the specialist.
• Solve integration gaps where information transferred to the agent does not extend across other applications, leading to inefficiencies in call handling time.
• Implement deep linking solutions that allow data to flow between voice interactions and various applications used by the specialist.
• Leverage Q in Connect to enhance agent assist capabilities, providing real-time insights and automation to streamline customer interactions.
• Optimize agent experiences by reducing repetitive questioning and streamlining the customer handoff process.
• Drive innovation in contact center automation, ensuring smooth transitions between self-service and live assistance.
The resource should be able to architect, recommend, and implement solutions that enhance efficiency while reducing call handle times and improving overall agent productivity.
