iCUBE

Date Posted :

July 21, 2024

Pay :

Job Description :

iCUBE Inc. is looking for IT Modernization Project Lead for a customer service, contact center business transformation and state-of-the-art initiative to provide a seamless, efficient, and customer-centric experience by leveraging advanced technologies and automated workflows by utilizing Microsoft Dynamics 365 as the CRM platform. The initiative aims to a) automate call routing and provide self-service options to enhance customer experience; b) streamline processes and improve operational efficiency through automated workflows, powered by tools such as Power Automate; c) employ advanced analytics and reporting tools, such as Power BI, to monitor performance and generate actionable insights; and d) handle routine inquires through AI-driven chatbots and virtual assistants.

Responsibilities:

Lead the design and development of a call/contact center that supports incorporates the use of the Microsoft Dynamics CRM system to handle customer interactions, cases, and maintain the knowledge base.

Ensure the CRM platform is fully configured and operational to manage customer interactions, cases, and the knowledge base.

Deploy the Omni-Channel Engagement Hub to facilitate multichannel communications, integrating phone, email, online submissions, faxes, chat, and social media into a central platform.

Lead the integration and set up of Interactive Voice Response (IVR) system to automate call routing and offer self-service options to customers

Employ automated tools to analyze incoming inquiries, determining their urgency and type of request efficiently.

Employ Power BI as an analytics and reporting tool to monitor performance and generate actionable insights

Qualifications:

The candidate shall have minimum 10 years of experience and expertise in the following:

Microsoft Dynamics 365: Certified professional with extensive hands-on experience in configuring, customizing, and integrating the platform specifically for customer service and call center environments.

Contact Center Management Experience: Deep understanding of contact center operations, including the setup and management of ACD systems, IVR configuration, workforce management, and multi-channel communication handling.

Optimization Skills: Proven track record of optimizing call center performance using advanced technologies, automated workflows, and data analytics.

System Integration: Strong capabilities in integrating Microsoft Dynamics 365 with existing telephony infrastructure, CRM systems, and other relevant technologies

API and Middleware Proficiency: Expertise in using APIs and middleware for seamless data flow and system interoperability

Power BI Expertise: Advanced skills in using Power BI for creating real-time dashboards, generating detailed reports, and conducting in-depth data analysis.

Job Type :

Full Time

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Vision insurance

Compensation Package:

Performance bonus
Yearly pay

Application Question(s):

Have you led a call center/contact center transformation initiative utilizing any CRM software?
Do you have expertise and experience with tools like Power Automate?
Are you a US Citizen or Permanent Resident?
Do you have prior experience with Federal Government IT Projects?
Do you have any experience with implementing virtual assistants, chatbots etc.?

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Shift :

8 hour shift Monday to Friday

Work Location :

Remote

IT Modernization Lead - CRM

Responsibilities:

Qualifications:

Compensation Package:

Application Question(s):