FUNCTIONAL DESIGN LEAD
Apex Systems
Palm Beach Gardens FL US
Job#: 2049659
Job Description:
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.
Position: Functional Designer (Contact Center Software)
Location: Onsite in Miami FL OR Palm Beach FL
Duration: Long Term Contract
Rate 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 experience Experience designing customer journeys and workflows Understanding of customer intent, routing from IVR to chatbots/agents, omnichannel/agent assist
Preferred Experience: Voiceflow AWS Connect
Day to Day Responsibilities/typical day look like:
Customer Journey Mapping Workflow Design and Optimization IVR and Chatbot Integration Customer Intent Analysis Omnichannel Experience Design Performance Monitoring and Feedback Collaboration with Cross-Functional Teams Continuous Improvement Training and Support
EEO Employer
Apex 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 or .
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. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Job Description:
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.
Position: Functional Designer (Contact Center Software)
Location: Onsite in Miami FL OR Palm Beach FL
Duration: Long Term Contract
Rate 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:
Preferred Experience:
Day to Day Responsibilities/typical day look like:
- Develop detailed customer journey maps to identify key touchpoints and pain points.
- Design seamless workflows that enhance the customer experience from start to finish.
- 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.
- 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.
- Analyze customer interactions to understand their intent and improve workflow efficiency.
- Use insights to refine workflows and ensure they meet customer expectations.
- Design workflows that provide a consistent experience across all communication channels.
- Integrate phone, chat, and email support to create a unified customer journey.
- Monitor the performance of workflows and customer journeys.
- Collect and analyze feedback to identify areas for improvement.
- 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.
- Train staff on new workflows and customer journey designs.
- Provide ongoing support to ensure smooth implementation and adoption
EEO Employer
Apex 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 or .
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. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.