Contact Center Engineer

1 month ago


Cincinnati, United States Insight Global Full time

The Contact Center Engineer will support the core Contact Center applications that enable the company to deliver superior customer experience both internally and externally. This position will serve as the application subject matter expert, partnering with the business to ideate, design, implement and support core functionality as well as future innovation.

Duties and Responsibilities

Work across business and IT organization to implement and support new capabilities with a focus on CX, EX and cost savings.

Support Contact Center platform ensuring superior response to issues, questions and concerns. Current platform includes:

  • NICE CXone
  • Nexidia BI (business intelligence)
  • Quality Central(QC)
  • Performance Management (Reporting)
  • Workforce Enablement Management (Workforce Management +Mobile App)
  • Feedback Manager (Surveys)

Build and maintain strong relationships across IT and Business.

Participate in systems integration needs as they arise.

Actively participate in quarterly business reviews.

Desired Competencies and Skills

  • Proven experience supporting and administering omni-channel cloud Contact Center solutions (NICE cloud platform preferred).
  • Experience implementing a Cloud Contact Center solution across an enterprise campus environment.
  • Experience with integration methodologies, testing and implementation.
  • Exceptional communication, collaboration, organization, and time management skills required.
  • Strong curiosity within the Contact Center space and a desire to drive meaningful modern change.
  • A self-starter, able to proactively partner with IT and business partners.


Qualifications:

  • Exceptional Communication Skills; this person will be speaking with very high level executives
  • 10+ Years supporting a Contact Center Environment
  • Experience with a Contact Center Cloud Platform
  • EX: Genesys, NICE, Cisco, Mitel, Avaya, Nextiva, ETC.


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