Dutech’s Job

CX Specialist Engineer

Austin,TX

DatePosted : 3/8/2024 5:04:36 AM

JobNumber : DTS101765910
JobType : W2
Skills: Provide consulting on VCC ACD/HIVR/IVR strategy, solution design, and best practices, IVR as it relates to VCC IVR, HIVR or Conversational IVR.

Job Description

Act in a consultative role and single point of contact for the customer and dedicated resources for EDD such as, The Solution Architect and Program Management office team.
Provide meeting notes after each meeting to the customer and internal teams.
Collaborate with partners (current and upcoming partners) to provide level of effort (LOE) hours and provide it to the account team.
Provide LOEs to the customer either on the call or within 24 hours. Collaborate with the customer for MACD’s and hands on implementation on services that provides.
After successful implementation, the assigned resource will provide a written close out documentation to the customer along with any knowledge transfer and or training required as part of the implementation.
The CX specialist will be responsible to provide SOW for new request and MACD.
Provide consulting on VCC ACD/HIVR/IVR strategy, solution design, and best practices.
IVR as it relates to VCC IVR, HIVR or Conversational IVR.
Accountable for SLA reporting. Initiate / produce customer reporting including monthly performance reports utilizing system-generated reports where available non-standard or complex SLA compliance reports as required and ad-hoc reports to evaluate network needs.
Will work closely with the Project Manager to ensure all technical tasks are addressed and the correct groups are engaged.
Will be the customer’s consultant regarding the development of the customer User Acceptance Testing (UAT) test plans to ensure the solution meets the requirements.
Will attend regular status meetings with the customer and provide a presentation on the following: ? Accomplishments ? Issues and discoveries ? New concepts for Customer consideration ? Introduction to new technology available
Assist with VCC ACD/HIVR/IVR requirements gathering and building of use cases that represent the experience of the SOC EDD
Participate in meetings as invited to help field VCC ACD/HIVR/IVR or related questions
Demonstrate proficiency with day to day use of and in administrative functions associated with the VCC ACD/HIVR/IVR platform and related out of box reporting.
Assist SOC EDD staff on basic call scripting, call flow management and best practices in VCC Studio
Offer product-focused subject matter expertise and best practices related to the use of VCC to accomplish SOC EDD’s business goals
Offer subject matter expertise and best practices related to configuration of VCC ACD/HIVR/IVR, queuing, callback, and interaction with SOC EDD systems
Have the ability to articulate integrations with VCC to currently deployed or to be deployed systems at SOC EDD
Personally resolve as many customer issues as possible while scheduling time for proactive activities
Partner with other internal teams, external partners (technical support, professional services, product management, engineering, account team etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution 8 ? Demonstrate expertise and maintain currency in telecommunications, contact center, and related technologies
Gain a deep understanding of each customer's environment, identify customer needs, propose solutions that will accelerate their success
Demonstrate a working knowledge of competitive product lines, differentiators and industry trends through self-education and required resources
Implementation strategy overview and scope on how the Main Door solution will be implemented.
Coordination with DIR Shared Technology Services (DSTS) program Data Center Services (DCS) to optimize infrastructure to support the development, test, and production environments.
Implementation approach (e.g., phased approach, project management methodology).
System Integration with other Agency systems. (See Section 3.2, Interface Requirements).
Business process procedures and diagrams for each of the business processes to be implemented. (i.e., modules and high-level functionality out of the box).
Plans for transition of Main Door Solicitation – Omni-Channel Solution into production:
Includes steps, tasks, schedules, and responsibilities specific to implementing the Main Door.
Includes release planning activities that address implementation procedures, system implementation, and post implementation activities to implement and support the Main Door.
Define the implementation readiness methodology used for preparing TWC stakeholders for application
Go-Live. Include readiness activities, timelines, and tools that support the transition to production. Include Operations readiness activities that will begin after the Main Door is deployed to production to be detailed in Attachment 6, Deliverables, 11-M&O Plan.
Define the production validation and release management processes, including the approach to support continuous integration with regards to Scheduled Releases and processes to determine Post Go-live releases. This information will be further detailed in Attachment 6, Deliverables, 11 – M&O Plan.
Define production support process to facilitate and resolve any issues discovered by TWC end-users after the Main Door has been released to production. Define how the issues will be logged and tracked and the communication process from issue identification to resolution. This information will be further defined in Attachment 6, Deliverables, 2D-Test Plan and 11A-M&O Plan.
Service Level Agreements (SLAs) associated with Process and Application Improvement will be negotiated at the time of procurement for these services.

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