Justification: The global footprint of Cloud Telephony is expanding in 2024. This expansion requires additional resources to ensure all geographies and verticals are appropriately supported
Job Description Summary: At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. We’re consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.
The Cloud Telephony team provides operational support to the Amazon Connect and TATA InstaCC platforms. Our team connects business need with technological enhancement. We partner with business owners, developers, and architects driving world-class experiences for TransUnion agents, consumers, and customers, in the voice channel across the globe.
Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.
Job Description:
• 3+ years working with AWS Connect/TATA Insta CC, including executing and exporting reports, conducting analytics, and troubleshooting setup failures.
• 3+ years supporting/creating Amazon Connect or TATA Insta CC components, such as routing profiles, queues, and agent management.
• Strong understanding of call center operations, IVRs, routing strategies, and contact flows.
• Lead discovery and design sessions with business owners and be able to translate those requirements into best-in-class solutions with dev and architecture.
• Proven record of developing PoCs, creating design documents, and executing demonstrations.
• Preferred experience with at least 2 AWS AI services (Amazon Comprehend, Lex, Rekognition, Polly, Textract, Wisdom, Translate, Transcribe), ideally in conjunction with customer experience and engagement
• Proven record of utilizing customer experience and engagement tools to improve consumer experience.
• Excellent analytical skills and attention to detail, with the ability to identify patterns, trends, and potential issues.
• Have a mindset of automating everything, with experience demonstrating this.
• Have a strategic mindset with ability to bring best practices and assets to local markets
• Strong communication skills and the ability to collaborate effectively with cross-functional teams.
• At least 1 AWS Associate or Professional Certification preferred.
Additional Job Description: As a member of the Cloud Telephony team, you will provide sales and consumer operations with day-to-day operational support. On an ongoing basis, you will also work with those teams to design, development, and implement solutions that optimize agent and caller experiences. Some of the role’s responsibilities are:
- Create/modify routing profiles, queues, hours of operation, holiday calendars, voicemail messages, prompting, and claim phone numbers as needed.
- Lead discovery and design sessions with business owners for requested changes to their instance.
- Collaborate with developers and architects to create solutions that meet business needs.
- Provide QA prior to and testing during solution implementation.
- Utilize survey data to improve caller experience.
- Review reporting to identify patterns, trends, and potential issues that need to be solutioned.
- Lead PoCs, create low-level design documents, and provide solution demonstrations upon request.
Who are we?
For the past 20 years, we have powered many Digital Experiences for the Fortune 500. Since 1999, we have grown from a few people to more than 4000 team members across the globe that are engaged in various Digital Modernization. For a brief 1 minute video about us, you can check https://youtu.be/uJWBWQZEA6o.
What will you do?
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Photon Chennai, Tamil Nadu, IND Office
DLF IT Park 1/124 Mount Poonamallee Road Sivaji Gardens Manapakkam , Chennai, India, 600089
