Contact Center Engineer

RESPONSIBILITIES:
Kforce's client is looking for a Contact Center Engineer to join the Contact Center Platforms team. This team is primarily responsible for overseeing the development and ongoing support of contact center platforms including Five9, Verint, LiveVox, Zendesk, and Oracle Fusion Service Cloud. The Contact Center Engineer is responsible for both frontline (Level 1) support and platform administration (Level 2) for contact center systems. This includes user support and triage, platform configuration, workflow management, and ongoing system optimization to ensure reliable and efficient customer communications across voice, email, and chat channels.

Responsibilities
Five9:
* Create email profiles, campaigns, email templates, and assistances
* New bank name, logo, letterhead, footer, signatures, colors, font, etc.
* Confirm and update phone numbers, business hours, and street address in email templates
* Update inbound IVA/IVR with new brand messaging
* Update hold messages and voicemails
* Update outbound IVR with new brand messaging
* Perform QA validation of all email, voicemail, and IVA/IVR changes

Zendesk:
* Forward new email addresses to Zendesk to ensure this is working
* Update any mention of LendingClub, LendingClub Bank, LC, etc., in ALL active Macros
* Update any auto reply emails with the mention of LendingClub, LendingClub Bank, etc.
* Update email templates with new bank name, logo, letterhead, footer, signatures, colors, font, etc.
* Update incoming and outgoing email addresses (campaigns)
* Perform QA validation of all email and macros changes

Oracle Fusion Service Cloud:
* Create email profiles, campaigns, email templates, and assistances
* New bank name, logo, letterhead, footer, signatures, colors, font, etc.
* Confirm and update phone numbers, business hours, and street address in email templates
* Update ODA chatbot with bank name, logo, letterhead, footer, signatures, colors, font, etc.

REQUIREMENTS:
* High School diploma/GED required; Degree is nice to have
* Zendesk and Oracle Cloud Fusion experience is nice to have, but strongly preferred in addition to Five9
* Banking/fintech background

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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