This role is pivotal in enabling Contact Center Technology Support team in setting up accurate routing configurations, thereby allowing contact center teams to service clients efficiently and confidently. By managing call routing requests and coordinating updates across teams, the consultant directly impacts client satisfaction and operational efficiency. The Telecom Workflow Support Consultant bridges business needs and technical execution. Essential functions include, but are not limited to:

Manage Routing Change Requests:

• Receive, validate, and submit routing change requests from internal stakeholders.
• Process new client onboarding requests.
• Engage in testing of changes.
• Ensure changes are accurately implemented by IT partners and documented.

Maintain Routing Documentation:

• Create and update detailed client routing guides.
• Track historical changes and maintain version control for audit and reference.
• Notify relevant teams of routing updates and provide clear documentation.
• Ensure all stakeholders are informed of routing impacts and timelines.

Coordinate with Product and Account Management:

• Liaise with client-facing teams to understand routing needs and ensure alignment with service expectations.
• Translate business requirements into technical instructions for implementation.

Collaborate with IT and Telecom Teams:

• Work closely with technical teams to execute routing updates and troubleshoot issues.
• Participate in testing and validation of routing configurations before deployment.

Serve as Subject Matter Expert:

• Develop deep knowledge of Client Care’s telecom practices and routing architecture.
• Research and answer questions related to routing logic, call flows, and telecom setup.
• Support Business Continuity and Disaster Recovery
• Maintain routing contingency plans and assist in telecom failover testing.
• Ensure routing configurations support business continuity during outages or transitions.

Participate in Cross-Functional Projects:

• Ensure routing configurations support business continuity during outages or transitions.
• Provide telecom routing expertise in planning and execution phases.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Education:
Bachelor’s degree in Information Technology, Telecommunications, Computer Science, Business or a related field.
Equivalent work experience in telecom or contact center operations may be considered in lieu of formal education.

Experience:
2 - 5 years of experience in contact center operations, telecom support, or call routing administration.
Hands-on experience with contact center platforms (e.g., NICE, Genesys, Avaya, Twilio).
Experience managing IVR configurations, ACD call flows, and DNIS/DID routing logic.
Familiarity with telecom protocols and infrastructure (e.g., SIP, VoIP, PBX, PRI, RTP) preferred.

Technical Skills:
Proficiency in telecom systems and call routing tools.
Intermediate to advanced Excel skills, ability to manage and analyze call data sets.
Knowledge of workforce management and call monitoring tools (e.g., Genesys, NICE, Verint).
Experience with ticketing systems and change management workflows.
Ability to read and interpret call flow diagrams and routing documentation.

Soft Skills:
Strong communication and interpersonal skills, able to liaise effectively with technical and non-technical stakeholders.
Detail-oriented with excellent organizational and documentation abilities.
Problem-solving mindset with the ability to research and resolve routing issues independently.
Ability to work collaboratively across departments and time zones.
Comfortable serving as a subject matter expert and providing guidance to peers.

Additional Considerations
Fluency in English required
Willingness to work in a hybrid environment.
Familiarity with contact center operations in BPO or managed services environments is a plus.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.