Call Flow Developer

September 25

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Description

• Develop, maintain, and support call center call flows. • Conduct thorough scenario testing on new and revised call flows. • Monitor post-implementation performance of call flows to identify and resolve issues. • Troubleshoot and investigate unexpected lead outcomes. • Analyze call intake interviews to identify call flow shortcomings. • Review and recommend solutions for new business requests related to call flows. • Contribute to the development of new concepts and techniques for continuous call flow improvement. • Assist with documenting changes to call flows. • Automate call flow testing using AI agents that can simulate various customer scenarios and identify potential issues. • Provide proactive feedback by analyzing call metrics and customer feedback to identify areas for improvement. • Develop data-driven insights to recommend process optimizations. • Collaborate with cross-functional teams to gather requirements and ensure seamless integration of call flows. • Take ownership of call flow development, from initial design to implementation and testing. • Ensure that call flows meet quality standards and align with business objectives. • Implement change management practices, including version control and effective communication.

Requirements

• Minimum of 2 years of hands-on experience with Microsoft SQL Server, including proficiency in writing complex SQL queries, stored procedures, functions, and triggers. • Demonstrated ability to optimize SQL queries for performance and efficiency. • Proficiency in MS Office Suite, especially Excel. • Knowledge of Visio is a plus. • Excellent interpersonal, organizational, analytical, and critical thinking skills. • Strong problem-solving skills with the ability to troubleshoot and resolve technical issues. • Meticulous attention to detail and accuracy in data analysis and system maintenance. • Ability to work independently and multi-task to meet deadlines. • Strong work ethic and a willingness to take initiative. • Bilingual (English/Spanish) is a plus.

Benefits

• 3 Weeks Paid Time Off • 12 Weeks of Guaranteed Paid Parental Leave • Comprehensive Insurance Coverage (Medical, Dental, Vision, etc.) • 401(k) Retirement Savings Plan • Wellness Initiatives/Employee Assistance Program • Rewards and Recognition Programs • Career Development Opportunities