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Functional Consultant - (Chatbot & Telephony)

Functional Consultant - (Chatbot & Telephony) - £800 to £850 per day - Inside IR35

The Functional Consultant will be working on the process & technical landscape surrounding Chatbots, AI & Telephony. The right candidate will be able to present opportunities to improve existing technologies & processes.

Key Experience:

  • Project management experience using both Agile and Waterfall methodologies.
  • Sound understanding of trends in the chatbot / AI space.
  • Experience organising & executing projects under limited supervision, by facilitating design sessions, leading configuration, coordinating testing, and executing cutover.
  • Recent experience in implementing / upgrading chatbots in large scale organizations.
  • Experience of working with onshore / offshore developer teams.
  • Digital fluency to work with technology teams to implement high-quality digital products and solutions.
  • Experience working within a global organisation, including using social media style tools to support communications and engagement across time zones.

Key Skills:

  • Truly understand the business requirements, to resolve problems, challenge the status quo, & make proposals to deliver.
  • Actively analyse & document business / functional requirements to contribute to the resolution of technical, process, and business issues.
  • Develop positive working relationships with stakeholders.
  • Plan and execute substantial aspects of change projects, including acting as product owner, delivering through others and to time, cost and quality, managing risks.
  • Evaluate, communicate, and coordinate the functional & technical impacts of configuration and other decisions to stakeholder groups.
  • Research & resolve process and technical problems, process flaws & recommend solutions or alternate methods to meet requirements.
  • Support the resolution of issues and defects related to the product in a timely manner, working closely with DevOps teams.

Key requirements:

  • Experience of translating business requirements into functional designs
  • Experience in working with customer facing live channels incl. telephony (Amazon Connect, Genesys), live chat, bot solutions.
  • Well-versed in working in DevOps model .
  • Experience of Shared Service Centres / contact centre environment
  • Digital fluency to work with technology teams to implement high-quality digital products and solutions.
  • Ability to accurately collect information to understand & assess the clients' needs and situation.
  • Experience in preparing business requirements, configuration documentation, test scripts and meeting notes