Buenos Aires C.F.
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About the Role
Avaya IT End User Services (Help Desk)
is undergoing digital transformation and is moving from their current on premises applications to the ?Cloud?. Applications include Cognigy, CCaaS/CPaaS for voice and chat.
The selected associate will be part of a team responsible for continual IT end user experience service improvements in all IT supported channels (Voice, Web Ticketing, Chat and our Digital Agent Bot). This associate must have excellent data analytic skills, critical thinking skills and the ability to translate IT centric jargon into questions/answers End Users will understand, while still collecting valid information for IT to solve the issues/requests.
About the Responsibilities
Develop User Facing Forms for the Web Front End to our ticketing system HP Service Manager.
Pull/analyze data from multiple systems, identifying automation opportunities, and CSI improvements against all channels.
Summarize and present when needed to management findings and actions to improve the customer experience.
Build Cognigy flows for the IVR and Digital Agents
About the Requirements
Data Analytics, and application development
Previous call center application experience. Ticketing, IVR, Chat, and Processes.
Knowledge of Cloud Help Desk applications and AI.
SKILLS and COMPETENCIES
Sequel (SQL) coding
Microsoft Access (preferable)
Cognigy or any other NLU engine (e.g., Google DialogFlow)
Soft skills required to be successful in the role and in Avaya, in line with our five key cultural principles of trust, empowerment, teamwork, simplicity and accountability
Fulltime, remote working, no travel required.
Strong customer experience skills preferred.
Bachelors degree or equivalent level of experience in the requirements of this position?s requirements.Preferred Professional certifications: ITIL, SQL, Excel, DBA.