Auto Approve · 7 hours ago

Talkdesk Analyst

United States

Full-time

Remote

Entry Level

1+ years exp

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AutomotiveFinance

No H1B

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Responsibilities

Configure, customize, and maintain the Talkdesk CCaaS platform to support business needs.

Collaborate with stakeholders to gather requirements and translate business needs into technical solutions within the Talkdesk platform.

Design and implement call flows, IVR (Interactive Voice Response) systems, and other contact center features to optimize call routing and enhance customer experience.

Monitor system performance and conduct regular analysis of key metrics to identify areas for improvement and implement solutions to enhance efficiency and effectiveness.

Provide technical support and troubleshooting assistance to end-users, including contact center agents and supervisors, to resolve issues and ensure smooth operation of contact center systems.

Stay up-to-date with industry trends and best practices in contact center technology and contribute to the ongoing evolution of our contact center operations.

Qualification

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TalkdeskContact Center SystemsIVR DesignData AnalyticsTelecom ExperienceCRM IntegrationAI ImplementationsCollaboration Skills

Required

1+ year of telecom experience working with Talkdesk required.

1+ year of experience working in a contact center environment required.

Strong technical proficiency in configuring and customizing contact center systems, including call routing, IVR design, and integration with CRM systems.

2+ years of experience using data analytics to analyze data and metrics to identify trends, patterns, and opportunities for improvement.

Excellent communication and collaboration skills, with the ability to work effectively with stakeholders on a frequent basis.

Proven experience working in a fast-paced, high-growth work environment, preferably in the FinTech industry.