The Contact Center Engineer is a technical support role with focus on delivering contact center solutions and support to new and existing Evolve IP clients. The ideal candidate will be a critical member of the Support team who troubleshoots and supports new and existing Contact Center implementations. This role will work directly with clients to understand business requirements and functionality, share best practices, make recommendations, and document changes.

MAJOR RESPONSIBILITIES:

  • Design and document detailed interaction handling flows based upon the client’s requirements, system capabilities, and contact center best practices
  • Build and test the optimal solution, educate client on system usage, and optimize the solution based upon client feedback
  • Train other members of the Support teams on contact center products including creation of new internal documentation or procedures
  • Perform business analysis functions for clients requesting custom built solutions such as IVR self-service capabilities and custom reports or dashboards
  • Coordinate activities with client’s dedicated Project Manager to ensure timelines are met, issues are addressed, and the overall implementation is well coordinated and communicated as clients are transitioned to Support

TYPICAL ACTIVITIES:

  • Lead consultative discussions with clients about their desired client experience needs including prioritization of interactions, agent assignment, skill-based routing, desired report output, messaging, escalation, intra-day adjustments, outbound dialer campaigns, and time of day/holiday treatments.
  • Build detailed interaction handling flows using a visual design tool that encompass the client’s business logic for routing and prioritization of all inbound and outbound campaign interactions including calls, emails, web chats, SMS/text, and social media.
  • Creation and configuration of agents, supervisors, alert thresholds, response template library, media repository elements, disposition rules, CRM/API integration triggers, agent profiles (team, skills, capabilities, etc.), etc. that are the foundational elements of inbound and outbound contact centers.
  • Test all aspects of the interaction handling flows to ensure they meet stated objectives.

QUALIFICATIONS:

  • Minimum five years practical experience in contact center operations, administration, or technology infrastructure in multi-location omni-channel contact center technology/operations with at least 100 agents
  • Requires a working knowledge of call center administration and concepts including routing strategies, workforce management, management reporting, optimizing agent performance, and delivering results that balance client satisfaction with organizational drivers (such as cost, revenue, first-call resolution, etc.)
  • Hands-on system administration experience with premise-based or cloud contact center platforms
  • Experience with Workforce Management principles and commercial software solutions strongly preferred
  • Ability to act in a consultative manner to understand client requirements, develop solutions, present those recommendations, and earn client’s confidence in the proposed solution
  • Adept at developing design documentation including call flows and detailed requirements
  • Must possess strong presentation skills and be able to communicate professionally in written fashion
  • Ability to work in a fast-paced, dynamic environment that requires excellent time management and organizational skills to achieve results across multiple simultaneous projects
  • Work without direct supervision using good judgment and appropriately escalating issues or questions

Join Us

From a team dedicated to building a rewarding work environment to unlimited education opportunities to being named one of the top places to work in the country. We’re excited to hear from you.