Sr. Analyst, Contact Center - Aurora - Sonova AG

    Sonova AG
    Sonova AG Aurora

    4 days ago

    Description

    Job Title: Sr. Analyst, Contact Center

    The Sr. Analyst, Contact Center supports the Customer Success organization by optimizing contact-center systems, strengthening telephony and Salesforce integration, and improving operational performance through data-driven insights.

    • Lead optimization, configuration, and integration of Cisco/WebEx Contact Center with Salesforce Service Cloud to improve routing, case management, reporting,
    • Serve as the primary business owner for contact-center technology and ensure system performance,
    • Identify system gaps and workflow friction points;

    Responsibilities Include:

    • Developing workforce planning models using call email EDI web-interaction data.


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