This role is pivotal in enabling Contact Center Technology Support team in setting up accurate routing configurations, thereby allowing contact center teams to service clients efficiently and confidently. By managing call routing requests and coordinating updates across teams, the consultant directly impacts client satisfaction and operational efficiency. The Telecom Workflow Support Consultant bridges business needs and technical execution. Essential functions include, but are not limited to:
Manage Routing Change Requests:
- Receive, validate, and submit routing change requests from internal stakeholders.
- Process new client onboarding requests.
- Engage in testing of changes.
- Ensure changes are accurately implemented by IT partners and documented.
Maintain Routing Documentation:
- Create and update detailed client routing guides.
- Track historical changes and maintain version control for audit and reference.
- Notify relevant teams of routing updates and provide clear documentation.
- Ensure all stakeholders are informed of routing impacts and timelines.
Coordinate with Product and Account Management:
- Liaise with client-facing teams to understand routing needs and ensure alignment with service expectations.
- Translate business requirements into technical instructions for implementation.
Collaborate with IT and Telecom Teams:
- Work closely with technical teams to execute routing updates and troubleshoot issues.
- Participate in testing and validation of routing configurations before deployment.
Serve as Subject Matter Expert:
- Develop deep knowledge of Client Care’s telecom practices and routing architecture.
- Research and answer questions related to routing logic, call flows, and telecom setup.
- Support Business Continuity and Disaster Recovery
- Maintain routing contingency plans and assist in telecom failover testing.
- Ensure routing configurations support business continuity during outages or transitions.
Participate in Cross-Functional Projects:
- Ensure routing configurations support business continuity during outages or transitions.
- Provide telecom routing expertise in planning and execution phases.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.