Job Role : Senior Contact Center Engineer
Job Location : Dallas, TX
Job Tenure : Full time role
Responsibilities:
Serve as resident contact center technologies subject matter expert and team lead.
Mentor and provide guidance to team members.
Proactively identify and implement process and technology enhancements to improve our
member experience.
Design, implement, and support contact flows to integrate with 3rd party applications such as
CRM, Workforce Management, Quality Management, Natural Language Processing, Automatic
Speech Recognition, and other Cloud integrations.
Contributes to and maintains processes and standard operating procedures (SOPs).
Deliver exceptional customer service to both external and internal clients, including high-level
support and proactive communication during critical issues.
Pilot emerging technologies to maintain and increase the business’s competitive advantage, run
projects from end to end related to contact center.
Maintain system documentation and knowledge base articles for the support of contact center
applications.
Develop and implement training materials.
Requirements:
B. S. in Computer Science, MIS, or related field; or 10+ years of related work experience.
Minimum of 10 years in designing, configuring, implementing, and supporting contact center
technologies such as NICE Incontact, Amazon connect, Five9, Genesys, etc.
Deep understanding of contact center-as-a-service (CCaaS) and operations.
Deep understanding of Omnichannel, AI agent assist, AI-based self-service applications such as
chatbots and IVA
Demonstrated ability to design and build contact flows based on business requirements.
Proven CTI integration experience with other API’s, CTI screen-pop and IVR database
Ability to multi-task and prioritize assigned work according to business need and priorities.
Strong analytical skills and the ability to perform root cause analysis.
Self-managed; ability to work well independently and in a global team environment.
Business acumen, and the ability to communicate to business domain stakeholders and
technical staff alike.
Proficient in one or more of the following scripting languages - Python, Java, etc.