End User Support Contact Center

Clover Consulting has a direct client in Lansing, MI in need of an End User Support Consultant for their Contact Center Operations. This is a 12 months contract with high likelihood of extensions. This position does require 2 days/week ON-SITE. The RATE is excellent. Job details below. Qualified candidates please provide resume. Thank you. Role description:Lead and direct cross-functional technical and agency business teams to support complexagency contact center solutions. Provide technical oversight and develops strong customerrelationship and contact center business operations understanding.· Confident in a client facing role and possess the ability to manage multiple stakeholders.· Coordinate and perform release planning, development, testing, and releases on multipleagencies IVR enhancements.· Coordinate issue communication and resolution with multiple other tech teams in the event of aproblem.· Review support tickets with agency leadership and oversee any support questions from otherteam members that might be working on one of those agencies’ tickets.· Act as a SME accessible by other team members to discuss and work through possible ways toachieve or a design a requested IVR enhancement.· Builds Call flow designs, Chat and integration to backend systems using applicationprogram interfaces (API).· Skills based routing design and implementation for voice, chat, and SMS contact centertechnology· Works with the Architecture team to design, develop, and deploy APIs, consume APIs.· Understand business requirements with the ability to translate to technicalrequirements· Prepare design documents based on business requirements for the applicationdevelopment· Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualizedsystems, including application servers, databases, and networking infrastructure.· Keep up to date on vendor products and enhancements and use the information as needed toimprove customer usage of our supported platforms.