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Job Description:
| Role - Sr. CCaaS Engineer US Remote. Any USA Time Zones are acceptable Only on W2 6+ Months (Possible extension) ***The candidate would (ideally) have experience with the NICE CXone / InContact CCaaS Platform.*** The CCaaS (Call Center as a Service) Sr Analyst is a technical lead role working with cross-functional departments and multiple call centers to implement and support complex contact center solutions. This role work with cross-functional departments and multiple call centers to implement and support contact center solutions. The Senior Analyst will build, scale, and maintain the platform while partnering with Project Managers, Engineers, IT, and other Business Stakeholders across the Village to achieve desired strategic outcomes. The position is responsible, at various levels, for working with IT leadership to engage stakeholders in gathering user requirements, defining system functionality, and developing solutions on the CCaaS platform and integrated CRM systems. This role will be responsible for all phases of intake, ranging from requirements, design, build and deployment. ESSENTIAL FUNCTION 1. Collaboration and partner / customer management - 45% Work directly with stakeholders & customers across multiple call-centers. Serve as a central point of contact with BPO partners for all data, reporting, and user needs. Troubleshoot customer issues and provide resolution options and ongoing support to solve issues in the CCaaS quickly. 2. Application Program Interfaces - 15% Designing omni-channel call flows and integrations with back-end systems using application program interfaces (API). 3. Platform Management - 30% Manage and develop in platforms like NICE CXone, TalkDesk as well as deep understanding of integrations with CRM tools like ServiceNow, Salesforce and Siebel. Support, design, build and deploy call flows, skills-based routing for voice, chat, email and SMS contact center technology. Create or update IVR s, call flows, and routing development. 4. Data Analysis - 5% Demonstrated experience in analyzing call center data, KPIs, and performance metrics to derive insights, identify trends, and recommend strategies for operational improvement. 6. Other duties as assigned. - 5% EDUCATION AND EXPERIENCE EXPERIENCE X 4 to 6 years EDUCATION [X] Associate s Degree or Apprenticeship SPECIALIZED EXPERIENCE, EDUCATION, TRAINING, OR QUALIFICATIONS Proficient in developing scripts and interfaces for the NICE CXone Application - Required Development and integrations in ServiceNow and SalesForce - RequiredProgram in Java, JavaScript - Required Experience with, NICE CXone, TalkDesk, (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs, and Auto Attendant) - Preferred TRAVEL AND TIME REQUIREMENTS Travel: as neededNights/Weekends: as needed LANGUAGE SKILLS - Fluent in the written and verbal skills necessary to successfully perform the essential functions, duties, and responsibilities of the position. WORK ENVIRONMENT Level III Moderate noise (e.g., business office with computers or printers, light traffic). No required tasks involve greater exposure to blood, body fluids or tissues than would be encountered by a visitor. The normal work routine involves no exposure to blood, body fluids or other hazardous conditions. ADA - Client provides reasonable accommodations to enable otherwise qualified individuals with disabilities to perform the essential Physical and/or Mental functions of a position. VISUAL REQUIREMENTS - Vision adequate to perform the essential duties/responsibilities of position. May be required to demonstrate the ability to differentiate colors on a test strip. PHYSICAL DEMAND - Physical requirements can vary. These must be reviewed with management. However, in general, the position requires the following activities: Ability to lift minimum of 5 lbs to a max of 50 lbs unassisted and able to stand, sit, stoop, walk, stretch, reach, and use full range of body motions. Manual dexterity as required for specific equipment and ability to use computer keyboard and peripherals. The above statements describe the general nature and level of work being performed by individuals employed in this position. This job description is not intended to be an exhaustive list of all duties and responsibilities required in this position. This job description does not constitute an employment contract. |