Contact Center Engineer

Description

The Contact Center Specialist is responsible for analyzing, planning, designing and developing quality based Contact Center applications based on the COMPANY technology platform. This person must have quality communication and technical skills and be able to work in a team environment to insure quality support to COMPANY business units.
The position requires extensive experience in contact center operations, contact center technologies and contact center strategies. The candidate must also possess experience in software development, deployment and maintenance.
This position will add business value by delivering contact center solutions which efficiently use our current InContact Contact Center environment to build highly utilized and effective applications.
The position requires working knowledge of contact center technologies with an emphasis on InContact solutions. This includes the analysis, design, development, testing, installation and maintenance of systems and acting as interface with contact center business partners for day to day support as well as execution of projects to improve and evolve the contact center operations. Projects may include new code construction, modifications to existing modules and/or package implementation. Specific responsibilities include Experience with InContact Routing, IVR development and support Implement, document and maintain InContact Routing Strategies for all business units
Support business requests for routing changes using the necessary process controls to ensure production operations is not at risk
Provide quality support for InContact Reporting
Major Opportunities & Decisions Provides leadership and unique insight in the analysis of customer business requirements that may cross multiple functional areas and/or multiple technical platforms, and have broad strategic implications of Guardian
Generally can work independently with periodic reviews with management
May initiate strategic projects that will add significant value to the business
Communicates openly and effectively with IT associates and business users
Drives a unified contact center strategy for COMPANY across business units
Principal Accountabilities Lead and contribute to the maintenance and upkeep of the InContact application suite
Comprehend and validate the project scope is adequately defined and project executed to address scope/objectives of project
Demonstrate effective consulting skills with business customers to deliver high levels of overall customer satisfaction
Timely identifies, tracks, manages and resolves technical issues and risks. Escalates and resolves issues via proper communication channels
Required Skills Ability to be flexible and work analytically in a problemsolving environment
Maintains a positive and enthusiastic team attitude
Excellent communication (written and oral) and interpersonal skills
Strong, organizational, multitasking and time management skills
Ability to work well with onsite and with remote team members
Excellent organizational skills and ability to manage multiple assignments
Required Knowledge Has indepth knowledge of contact center technical areas. Is familiar with all IT functions and services. Understands enterprise architectural issues and factors them into decisions and recommendations
Education Bachelor's Degree in Computing or Information Systems or equivalent industry experience preferred
Experience Minimum 35 years of handson InContact Routing, WFM, Screen and Call Recording
Configures, tests and debugs the routing configuration, or enhancements to existing software within the InContact application
Demonstrated ability to translate and communicate business processes to applicable requirement types (functional, technical, etc)
Experience in VoIP technologies would be a plus
Genesys PureEngage development experience a plus
NICE call recording support a plus
Verint WFM support a plus