Job description

Hulu’s Viewer Experience (VX or Customer Support) team is seeking a Telephony Architect who will be an outstanding addition to our Workforce Optimization and Capacity Planning team. This role will focus on delivering state of the art innovative multi-channel routing for our Customer Experience team, partnering across the enterprise to ensure viewer needs are met efficiently.

You will be working with multiple teams to deliver channel-based routing that includes roll over priorities, contingencies, and staffed queue checks. In addition, the job entails working closely with contact routing providers to ensure global standards are complying. This position also maintains KPI integrity and connectivity set up to WFM and reporting tools.

If you are someone who thrives on innovating best in class solutions to derive business outcomes and is equally motivated to identify improvements in processes and partner across multiple arenas of the contact center, then this is an excellent role for you!
Hulu’s Viewer Experience (VX or Customer Support) team is seeking a Telephony Architect who will be an outstanding addition to our Workforce Optimization and Capacity Planning team. This role will focus on delivering state of the art innovative multi-channel routing for our Customer Experience team, partnering across the enterprise to ensure viewer needs are met efficiently.

You will be working with multiple teams to deliver channel-based routing that includes roll over priorities, contingencies, and staffed queue checks. In addition, the job entails working closely with contact routing providers to ensure global standards are complying. This position also maintains KPI integrity and connectivity set up to WFM and reporting tools.

If you are someone who thrives on innovating best in class solutions to derive business outcomes and is equally motivated to identify improvements in processes and partner across multiple arenas of the contact center, then this is an excellent role for you!

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