Expert Contact Center Specialist

Contact Center Engineer

We are seeking a skilled Contact Center Engineer to join our team. As a Contact Center Engineer, you will be responsible for driving the implementation of contact center projects, ensuring that all tasks are completed on-time and within budget.

You will work closely with customers to understand their requirements and provide quality service by delivering the full benefits of our proposed solutions. Your technical expertise and project management skills will be essential in executing tasks and producing deliverables as outlined in the Project Plan.

In this role, you will manage multiple projects across multiple customers simultaneously, requiring little or no oversight and/or direction. You will assess solution specifications in light of customer requirements and recommend solution designs and changes that optimize value for both the customer and our company.

Key Responsibilities include managing the implementation of contact center projects, handling multiple projects, assessing solution specifications, completing customer-facing documentation, and providing consultation to customers.

• Excellent time management skills and ability to manage multiple implementation activities simultaneously.
• Ability to operate with minimal guidance; must be able to exercise sound judgment and decision-making in challenging situations.
• Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment.
• Strong troubleshooting and problem-solving skills.
• Experience in supporting global customers in multiple geographies.
• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and the ability to understand clients' needs are imperative.
• Working knowledge of JavaScript, C++, C Sharp or HTML scripting, Networking, API, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center best practices.
• Must be a strategic thinker; able to understand the Big Picture; able to think quickly while solving complex problems.
• Strong background in contact center platforms and tools (e.g. Nice InContact, Dialpad, Five9, etc.).
• Strong and effective customer communication skills.
• High levels of empathy; excellent soft skills and customer service best practices.
• Minimum of 2 years of experience in a Professional Services Implementation position - Contact Center industry experience is a must.
• Must possess strong analytical skills with the ability to identify, analyze, interpret, and solve both practical as well as highly complex problems.
• Excellent verbal and written communication skills.
• Working knowledge of CRM and Lead Management solutions (Salesforce, HubSpot, Zendesk, ServiceNow, Siebel, NetSuite, RightNow, Velocify, etc.) is desired.
• BA/BS in a technical discipline or equivalent experience is preferred.
• Certified Contact Center skills are desired.

• Comprehensive medical, dental, vision, disability, life insurance.
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits.
• Voluntary supplemental health coverage and life insurance.
• 401K match and ESPP.
• Paid time off and paid sick leave.
• Paid parental and pregnancy leave.
• Family-forming benefits (IVF, Preservation, Adoption etc.).
• Emergency backup care (Child/Adult/Pets).
• Employee Assistance Program (EAP) with counseling sessions available 24/7.
• Free legal services that provide legal advice, document creation and estate planning.
• Employee bonus referral program.
• Student loan refinancing assistance.
• Employee 1:1 coaching, perks and discounts program.

Our Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.

Our work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.