Position Details

Type Full-Time

Experience mid

Exp. Years 5+ years

Education Not specified

Category Software Engineering

About this role

This role involves leading the analysis of contact center data to identify friction points and designing technical blueprints to improve customer interactions across omni-channel platforms.

Key Responsibilities

Analyze historical IVR and chat data
Identify friction points
Design technical blueprints
Collaborate with operations and engineering
Monitor post-launch performance

Technical Overview

The candidate will work with data mining, system architecture, IVR, chat platforms, and contact configuration tools to enhance customer experience and operational efficiency.

Ideal Candidate

The ideal candidate is a mid-level systems architect with 5+ years of experience in data analysis, system design, and contact platform configuration. They should have strong analytical skills and experience in friction analysis and customer journey mapping.

Must-Have Skills

Data Mining & Friction AnalysisSystems ArchitectureBlueprintingSystem ConfigurationData Research

Nice-to-Have Skills

IVRChat DataCustomer Journey MappingOperational Gaps AnalysisContact Platform Configuration

Tools & Platforms

IVR systemsChat platformsData analysis tools

Required Skills

Data MiningFriction AnalysisSystem ArchitectureBlueprintingIVRChat DataSystem ConfigurationData Research

Hard Skills

Data MiningFriction AnalysisSystem ArchitectureBlueprintingIVRChat DataSystem ConfigurationData ResearchContact PlatformsSystem Design

Soft Skills

collaborationcommunicationanalytical thinkingproblem-solvingcross-functional teamwork

Industry & Role

Industry Fintech

Job Function Lead data-driven contact platform improvements

Role Subtype Systems Architect

Tech Domains Active Directory, Microsoft 365, Kubernetes, SQL / PostgreSQL

Keywords for Your Resume

Data MiningFriction AnalysisSystem ArchitectureBlueprintingIVRChat DataSystem ConfigurationContact PlatformsData ResearchCustomer JourneyOperational GapsCross-functional collaborationTechnical LeadBusiness ImpactData-Drivendata miningsystem architectureblueprintingivrchat datasystem configurationcontact platformdata researchfriction analysiscross-functional

Deal Breakers

Lack of experience in data mining or system architecture, No contact platform experience, Less than 5 years of relevant experience

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