CRM Configuration Specialist

2 weeks ago

Manila, National Capital Region, Philippines CEF Solutions Inc Full time

COMPANY DESCRIPTION:

CEF Solutions Inc. provides Global Staffing Services and Consulting, Business Process Outsourcing (BPO) services specialized in BPO operations, operations management, and process engineering/ innovation to clients in the manufacturing & customer services industry. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Company Website:

Job Title: Contact Center Platform/ CRM Configuration Specialist

Position Overview: We are seeking an experienced Contact Center Solutions Configuration Specialist to focus on the setup and optimization of cloud-based contact center systems and CRM (Kustomer). The ideal candidate will be responsible for configuring, customizing, and fine-tuning contact center solutions to meet our organization's unique requirements and enhance customer engagement and support.

Key Responsibilities:

· Configure and customize cloud-based contact center solutions/ CRM (Kustomer) to align with business processes and customer service objectives.

· Work closely with stakeholders to understand specific needs and translate them into functional and efficient contact center configurations.

· Enable and configure various tools within CRM including forms, workflow, chat, queue management, integration with external data source, etc.

· Implement interactive voice response (IVR) systems, call routing, queue management, and other telephony features to optimize customer interactions.

· Conduct system integration testing to ensure seamless connectivity and functionality across various platforms and services.

· Maintain and update configuration documentation, providing clear and detailed guides for system users and administrators.

· Monitor system performance, identify areas for improvement, and make configuration adjustments to enhance efficiency and service quality.

· Provide training and support to contact center staff, ensuring they are proficient in using the system and maximizing its capabilities.

· Stay current with the latest developments and features in contact center technology, applying best practices and innovative solutions to drive continuous improvement.

· Collaborate with IT and cybersecurity teams to ensure that the contact center solutions adhere to compliance and data protection standards.

· Manage vendor relationships to ensure that services and software meet the organization's needs and expectations.

Qualifications:

· Bachelor's degree in Information Technology, Computer Science, or a related field.

· Proven experience in configuring and managing cloud-based contact center solutions (at least 5-year experience within this function)

· Deep understanding of contact center workflows, IVR systems, and telephony infrastructure.

· Strong analytical and problem-solving skills, with the ability to translate business requirements into technical configurations.

· Excellent communication skills, with the capacity to work collaboratively across teams and with non-technical stakeholders.

· Familiarity with programming or scripting languages is a plus.

· Experience with contact center analytics and reporting tools.

· Ability to manage projects, prioritize tasks, and work under pressure to meet deadlines.


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