Routing & Client Care Consultant

Job Description

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.

Responsibilities

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 fo...