Contact Center Engineer
The Contact Center Engineer position will report to the Director, Customer Experience.
As the Contact Center Engineer, you will:
Oversee the configuration and customization of contact center software to align with business requirements and assess, select and implement contact center tools and technologies.
Engaging in close collaboration with IT, Engineering, and vendor support teams to efficiently implement new tools, upgrade existing ones, and promptly address and resolve any technical challenges that may arise.
Identifying opportunities for process automation through technology to streamline contact center workflows, improve agent efficiency, and enable customers to self-serve through self-help portals or interactive voice response (IVR) systems.
Implement process changes and automation to enhance agent productivity and customer experience.
Liaise with cross-functional stakeholders (e.g., customer support teams, IT, business units) to understand their requirements and align contact center technology accordingly.
Your Impact:
Overseeing and optimizing our contact center technologies, ensuring seamless operations, and enhancing the overall customer support experience.
Leading and supporting technology migration projects to ensure smooth transitions to newer platforms.
About You:
6+ years experience managing contact center software in a call center environment.
Proven experience in leading and developing at least one person, preferably in a contact center environment.
Strong knowledge of contact center technologies, including but not limited to Zendesk, Nice InContact CX1, Ada Chatbot, and related systems.
Experience in project management, process improvement, and technical mentoring.
Willing to travel to the office quarterly to collaborate with other Earnies.
Even Better:
Contact Center Certification: Obtaining certifications specific to contact center technology, such as CCCE (Contact Center Engineer), can demonstrate specialized knowledge and expertise in this field.
Project Management Certification.
Customer Experience (CX) Training.
Where:
This role will be based in the US.
#LI-NS1
About the job
Apply for this position
Contact Center Engineer
The Contact Center Engineer position will report to the Director, Customer Experience.
As the Contact Center Engineer, you will:
Oversee the configuration and customization of contact center software to align with business requirements and assess, select and implement contact center tools and technologies.
Engaging in close collaboration with IT, Engineering, and vendor support teams to efficiently implement new tools, upgrade existing ones, and promptly address and resolve any technical challenges that may arise.
Identifying opportunities for process automation through technology to streamline contact center workflows, improve agent efficiency, and enable customers to self-serve through self-help portals or interactive voice response (IVR) systems.
Implement process changes and automation to enhance agent productivity and customer experience.
Liaise with cross-functional stakeholders (e.g., customer support teams, IT, business units) to understand their requirements and align contact center technology accordingly.
Your Impact:
Overseeing and optimizing our contact center technologies, ensuring seamless operations, and enhancing the overall customer support experience.
Leading and supporting technology migration projects to ensure smooth transitions to newer platforms.
About You:
6+ years experience managing contact center software in a call center environment.
Proven experience in leading and developing at least one person, preferably in a contact center environment.
Strong knowledge of contact center technologies, including but not limited to Zendesk, Nice InContact CX1, Ada Chatbot, and related systems.
Experience in project management, process improvement, and technical mentoring.
Willing to travel to the office quarterly to collaborate with other Earnies.
Even Better:
Contact Center Certification: Obtaining certifications specific to contact center technology, such as CCCE (Contact Center Engineer), can demonstrate specialized knowledge and expertise in this field.
Project Management Certification.
Customer Experience (CX) Training.
Where:
This role will be based in the US.
#LI-NS1