Experienced process analysts with mandatory experience in the following functional and process specialization. Must have worked in the applications mentioned. Minimum 5 years of relevant experience is needed.

Functional/Process Specialization

Network Repairs and Installation: Field Technicians: automation to upload and download site/repair details, Network Asset Management Contact Centre Operations – Start of the Day and End of the day activities. Agent Onboarding and offboarding Agent scheduling and Agent KPI management, AI supported response to billing enquiries, Robot Assisted transcript. Customer Experience Lifecycle Management: Automated customer Onboarding and Account Set-up, Automated Complaints triage and management, Revenue assurance – identify anomalies on bills, mobile order fulfilment and activation; Predictive Churn

Applications

Siebel (work order), SAP (customer details ie address etc), Site design database (legacy network tools), SolarWinds

Contact Centre and Customer Experience: Salesforce: Sales Cloud, Service Cloud; Service Now, SAP, Amdocs, Remedy (Service Desk), Siebel