Overview
On Site
Full Time
Skills
Management
Call Center
Service Level
Root Cause Analysis
Reporting
Back Office
Payment Systems
Call-recording
Computer Networking
SIP
Cloud Computing
Customer Experience
Migration
API
Microsoft
Cisco
SAP BASIS
Law
IT Service Management
Innovation
Collaboration
Recruiting
Insurance
Finance
Professional Development
Training
Leadership
CompTIA
Customer Service
Career Counseling
Oracle Application Express
Apex
Job Details
Job#: 2063882
Job Description:
Apex Systems, a World-Class Technology Solutions Provider, is seeking applicants for the below position on behalf of our client. Please apply if interested and qualified. Please note that only qualified candidates will be contacted.
Position: Call Center Delivery Manager
Location: Miami, FL - 3x a week onsite
Duration : Permanent/Direct Hire
Position Overview:
This client is looking for someone who has previously worked as the liaison between the IT teams and the business side to assist in the NICE call center implementation. This person would be the owner of products and services related to the contact center, ensure that service level agreements are met for contact center, collaborate with other IT teams from project perspective, determine root cause analysis, will work with contact center from a voice perspective and the business, identity and report repetitive issues, collaborate with carrier service providers, help them align with business related road map, not just support - there from operations perspective and will be supporting projects, will be migrating from the back office.
MUST Haves:
1. 10+ years of large enterprise level contact center experience
2. payment system and call recording system exp - any contact center multi channel platform
3. understanding of networking concepts - SIP, connectivity
4. cloud contact center platform
NICE TO HAVES:
1. NICE CX1 - will be migrating to that platform
2. Integrations with API's and integration exp
3. Microsoft teams voice/phone
4. Cisco call manager exp
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Job Description:
Apex Systems, a World-Class Technology Solutions Provider, is seeking applicants for the below position on behalf of our client. Please apply if interested and qualified. Please note that only qualified candidates will be contacted.
Position: Call Center Delivery Manager
Location: Miami, FL - 3x a week onsite
Duration : Permanent/Direct Hire
Position Overview:
This client is looking for someone who has previously worked as the liaison between the IT teams and the business side to assist in the NICE call center implementation. This person would be the owner of products and services related to the contact center, ensure that service level agreements are met for contact center, collaborate with other IT teams from project perspective, determine root cause analysis, will work with contact center from a voice perspective and the business, identity and report repetitive issues, collaborate with carrier service providers, help them align with business related road map, not just support - there from operations perspective and will be supporting projects, will be migrating from the back office.
MUST Haves:
1. 10+ years of large enterprise level contact center experience
2. payment system and call recording system exp - any contact center multi channel platform
3. understanding of networking concepts - SIP, connectivity
4. cloud contact center platform
NICE TO HAVES:
1. NICE CX1 - will be migrating to that platform
2. Integrations with API's and integration exp
3. Microsoft teams voice/phone
4. Cisco call manager exp
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.