Contact Center Engineer

The candidate will be working with our US based client.

Role & responsibilities : Support the telephony platform and associated integrations, in a position that supports key business units within the Client Organisation.

We are looking for someone who will be the subject matter expert in the telephony space along with experience in the administration of the Salesforce platform. You will need at least one to three years of experience. As a key contributor, you will play an essential role in the production, support, and maintenance of the Contact Center Technology ecosystem, ensuring optimal system availability for customer interactions. You should have a strong understanding of cloud-based SaaS models, business applications, extensive experience with data management and reporting, and the ability to manage multiple projects across cross-functional teams.

Main Activities:

1. Collaborates with Sales, Service, and Support teams to develop support requirements for current use and plans for additional application expansion.

2. Maintain extensive knowledge of Contact Center applications, error handling, alarming, and monitoring functionalities.

3. Support and drive advancements in IVR, Voice, Chat, and Email technologies for enhanced Contact Center performance.

4. Technical understanding of the platforms. Allowing for implementation of the latest features and functionality while expanding the capabilities of the platforms.

5. Create, maintain, and enhance automated business processes.

6.Triage issues, conduct root cause analysis, and troubleshoot/debug production application issues. Coordinate and support off-hours releases, deployments, and maintenance, performing application health validation as required.

7.Oversee the execution of day-to-day configuration, support, maintenance, and improvement of the contact center and related Salesforce integration items.

8. Design and develop call flow scripts, custom reports, and assess user experience based on contact center requirements for the Support, Sales, and Marketing teams.

9 Oversee all activities related to managing changes within the contact center platform, including changes to business processes, technology, and people.

10. Design and implement new processes within the contact center platform and facilitate user adoption of these processes.

11.Possess knowledge of deployment strategies and processes, for example, staging environment versus production.

12.Understand business needs and clearly translate them into business and functional user requirements.

13. Performs other similar and related duties as required.

Skills/Knowledge/Abilities:

• Proficient in MS Office programs (Outlook, Word, Excel, PowerPoint).
• Familiarity and background with telecommunication administration, verbiage (i.e. what is a port), and end user support.
• Working knowledge of administration within contact center platforms (ex. Genesys, Cisco, Talkdesk, etc.)
• Working Knowledge of Salesforce.com and/or SFDC Administrator or Advanced Administrator Certification preferred.
• Excellent communication and presentation skills required.
• Must have strong time and project management skills with the ability to juggle multiple priorities.
• A self-starter, with the ability to thrive within a fast-paced, dynamic environment.
• Must be highly organized, with a strong attention to detail.
• Must be able to work effectively across functional groups.
• Strong analytical skills to effectively evaluate contact center platforms in a telephony environment and their proper use.
• Keen interest in and aptitude for both telephony, CRM, and other Cloud Based technologies.