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CCaaS Analyst

A.O. Smith

Nashville, Tennessee • Today

Full-time

Job Details

Skills

Energy
Water Treatment
Change Control
Cloud Computing
Customer Engagement
Customer Service
Research
Leadership
Accountability
Budget
Customer Experience
Customer Relationship Management (CRM)
SAP
Telecommunications
Productivity
Documentation
Disaster Recovery
Training
Collaboration
Management
Roadmaps
IT Management
Computer Science
Telephony
Unified Communications
Workforce Management
KPI
Bilingual
English
Spanish
SANS
Communication
Salesforce.com
Microsoft Excel
API
XML
Interactive Voice Response
JavaScript
SFTP
Data Management
POSTMAN
Windows PowerShell
Artificial Intelligence

Energy
Water Treatment
Change Control
Cloud Computing
Customer Engagement
Customer Service
Research
Leadership
Accountability
Budget
Customer Experience
Customer Relationship Management (CRM)
SAP
Telecommunications
Productivity
Documentation
Disaster Recovery
Training
Collaboration
Management
Roadmaps
IT Management
Computer Science
Telephony
Unified Communications
Workforce Management
KPI
Bilingual
English
Spanish
SANS
Communication
Salesforce.com
Microsoft Excel
API
XML
Interactive Voice Response
JavaScript
SFTP
Data Management
POSTMAN
Windows PowerShell
Artificial Intelligence

Summary

Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world?s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Primary Function

Under general direction, the Contact Center as a Service (CCaaS) Analyst will be responsible for guiding functional projects, enhancements, changes, and change control for our cloud contact center solutions.

You will be responsible for helping design, test, document, and implement approved changes and enhancement requests. As part of the Customer Engagement Solutions team, you will help optimize customer service processes, customer experience, research new technologies and ensure delivery required to achieve business success.

Responsibilities

Provide continuous leadership for Contact Center as a Service (CCaaS) product performance and future development within the A.O. Smith roadmap.
Accountable for and serve as an authority on all aspects of CCaaS solutions.
Maintain an understanding of the A.O. Smith strategic vision and the CCaaS solution portfolio.
Coordinate with stakeholders as needed to determine business needs or requirements.
Accountable for the completion of product enhancements and projects, as well as achievement of business objectives through analysis, scoping, planning, budgeting, and execution.
Identify customer expectations and unmet needs and create solutions that address gaps and enhance customer experience.
Functionally manage integrations between CCaaS platform and CRM systems as well as SAP.
Serve business need for inbound, outbound, and blended CCaaS solutions.
Evaluate and recommend new products and systems to improve CCaaS platform and related telecommunications reliability and productivity.
Create or review all documentation to aid in use, support, governance, troubleshooting, disaster recovery practices, security initiatives, and cross-training.
Collaborate with CES team to develop strategic vision; translate vision into clear and defined business requirements to drive functional specifications and technical requirements
Direct the prioritization of projects and enhancements to align with business roadmap and objectives
Provide support for Observe AI, Clearview, and Five9.

Qualifications

Bachelor\'s Degree in Information Technology Management or Computer Science, or equivalent experience.
Minimum of 4 years of contact center, telephony, or unified communications related work experience.
CCaaS or on-premises contact center platform experience. Five9 preferred.
Knowledge of Workforce Management principals and contact center related KPIs.
Contact center or agent experience is preferred.
Bilingual in English/Spanish is preferred.
Excellent oral and written communication skills.
Intermediate knowledge of Salesforce is preferred
Intermediate to expert level in Excel
Understanding of API?s, XML, and IVR logic
Basic understanding of JavaScript. Campaign dialing modes, list dialing modes, and list priority are a plus.
Needs understanding of SFTP serves and data management. Basic understanding of Postman and Powershell
Experience in AI implementation/Smart front Door Solution ? as a preferred qualification

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.
#LI-AO
#LI-Hybridy
#Appcast

ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status.

We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

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.

Dice Id: appfeed
Position Id: 27678_27851
Posted 1 day ago

Fitment

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Brentwood, Tennessee

•

4d ago

Role Purpose: Lead the seamless onboarding and adoption of new technologies and service lines into the enterprise contact center. Team Leadership: Direct a dedicated team of onboarding specialists and project managers supporting IT, HR, Payroll, and Operations front-line teams. Technology Delivery: Manage the end-to-end operational integration of contact center platforms, routing tools, and digital capabilities. Change Management: Implement human-centered change strategies and training alignment

Easy Apply

Full-time

Depends on Experience

Technology Engineer - Contact Center

Franklin, Tennessee

•

Today

Job Description Job Description: Senior Technical Engineer - Genesys Cloud CX Role Summary The Senior Technical Engineer - Genesys Cloud CX is a hands-on engineering role responsible for designing, implementing, supporting, and optimizing contact center solutions on the Genesys Cloud CX platform. This role focuses on execution and technical depth, owning complex configurations, integrations, and operational support while contributing to platform stability and continuous improvement. The Senio

Full-time

Technology Engineer, Senior - Contact Center

Franklin, Tennessee

•

Today

Full-time

Principal Solutions Engineer, West

No location provided

•

Today

Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta's unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. The world's leading companies, including United Airlines, Cox Communications, and Marriott, use Cresta to power world-class customer experiences every day. Born from the Stanfor

Full-time

USD 220,000.00 - 275,000.00 per year

Job Details

Skills

Energy
Water Treatment
Change Control
Cloud Computing
Customer Engagement
Customer Service
Research
Leadership
Accountability
Budget
Customer Experience
Customer Relationship Management (CRM)
SAP
Telecommunications
Productivity
Documentation
Disaster Recovery
Training
Collaboration
Management
Roadmaps
IT Management
Computer Science
Telephony
Unified Communications
Workforce Management
KPI
Bilingual
English
Spanish
SANS
Communication
Salesforce.com
Microsoft Excel
API
XML
Interactive Voice Response
JavaScript
SFTP
Data Management
POSTMAN
Windows PowerShell
Artificial Intelligence

Energy
Water Treatment
Change Control
Cloud Computing
Customer Engagement
Customer Service
Research
Leadership
Accountability
Budget
Customer Experience
Customer Relationship Management (CRM)
SAP
Telecommunications
Productivity
Documentation
Disaster Recovery
Training
Collaboration
Management
Roadmaps
IT Management
Computer Science
Telephony
Unified Communications
Workforce Management
KPI
Bilingual
English
Spanish
SANS
Communication
Salesforce.com
Microsoft Excel
API
XML
Interactive Voice Response
JavaScript
SFTP
Data Management
POSTMAN
Windows PowerShell
Artificial Intelligence

Summary

Company / Location Information

Primary Function

Responsibilities

Provide continuous leadership for Contact Center as a Service (CCaaS) product performance and future development within the A.O. Smith roadmap.
Accountable for and serve as an authority on all aspects of CCaaS solutions.
Maintain an understanding of the A.O. Smith strategic vision and the CCaaS solution portfolio.
Coordinate with stakeholders as needed to determine business needs or requirements.
Accountable for the completion of product enhancements and projects, as well as achievement of business objectives through analysis, scoping, planning, budgeting, and execution.
Identify customer expectations and unmet needs and create solutions that address gaps and enhance customer experience.
Functionally manage integrations between CCaaS platform and CRM systems as well as SAP.
Serve business need for inbound, outbound, and blended CCaaS solutions.
Evaluate and recommend new products and systems to improve CCaaS platform and related telecommunications reliability and productivity.
Create or review all documentation to aid in use, support, governance, troubleshooting, disaster recovery practices, security initiatives, and cross-training.
Collaborate with CES team to develop strategic vision; translate vision into clear and defined business requirements to drive functional specifications and technical requirements
Direct the prioritization of projects and enhancements to align with business roadmap and objectives
Provide support for Observe AI, Clearview, and Five9.

Qualifications

Bachelor\'s Degree in Information Technology Management or Computer Science, or equivalent experience.
Minimum of 4 years of contact center, telephony, or unified communications related work experience.
CCaaS or on-premises contact center platform experience. Five9 preferred.
Knowledge of Workforce Management principals and contact center related KPIs.
Contact center or agent experience is preferred.
Bilingual in English/Spanish is preferred.
Excellent oral and written communication skills.
Intermediate knowledge of Salesforce is preferred
Intermediate to expert level in Excel
Understanding of API?s, XML, and IVR logic
Basic understanding of JavaScript. Campaign dialing modes, list dialing modes, and list priority are a plus.
Needs understanding of SFTP serves and data management. Basic understanding of Postman and Powershell
Experience in AI implementation/Smart front Door Solution ? as a preferred qualification

We Offer

ADA Statement & EEO Statement

We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Dice Id: appfeed
Position Id: 27678_27851
Posted 1 day ago

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Brentwood, Tennessee

•

4d ago

Easy Apply

Full-time

Depends on Experience

Technology Engineer - Contact Center

Franklin, Tennessee

•

Today

Full-time

Technology Engineer, Senior - Contact Center

Franklin, Tennessee

•

Today

Full-time

Principal Solutions Engineer, West

No location provided

•

Today

Full-time

USD 220,000.00 - 275,000.00 per year

CCaaS Analyst

Skills

Summary

Company / Location Information

Primary Function

Responsibilities

Qualifications

We Offer

ADA Statement & EEO Statement

Dice Job Match Score™

Similar Jobs

CCaaS Analyst

Job Details

Skills

Summary

Company / Location Information

Primary Function

Responsibilities

Qualifications

We Offer

ADA Statement & EEO Statement

Dice Job Match Score™

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