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.
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