Job#: 3025114

Job Description:

CCaaS Flow/Routing Specialist:

Client: Big 5 Bank

Location: Hybrid Downtown Toronto, Ontario (2-3 days a week)

Term: 6 month contract, with a focus on contract to hire.

Hours:  hours/week Monday-Friday, 9:00 am - 5:00 pm –

The IVR & Routing Specialist is responsible for the design, development, implementation, and optimization of Interactive Voice Response (IVR) systems and intelligent call routing strategies within a Cloud Contact Center as a Service (CCaaS) platform. This role ensures seamless customer experiences, efficient call flows, and alignment with business objectives.

This role is critical in delivering seamless, efficient, and customer-focused contact center experiences through advanced IVR and intelligent routing solutions.

Key Responsibilities

·IVR Design & Development

oBuild and maintain IVR call flows using C...