Customer Experience Systems Engineer

3 weeks ago

Chicago IL United States Banner Solutions Full time

Position Summary

The Customer Experience Systems Engineer is responsible for implementing contact center solutions, including the design, testing, and deployment of call flows, IVRs, IVAs, click-to-call, chat, order entry automation, and automated return processing. This role requires a passion for Contact Center Cloud technologies, focusing on engineering omni-channel solutions like voice, chat, SMS, chatbots, and AI platforms. It also includes business analytics reporting, utilizing tools such as SQL, Power BI, and Salesforce.com.


Position Responsibilities

• Design, evaluate, and deploy contact center solutions including IVRs, IVAs, click-to-call, chat, and automated processes for order entry and returns.

• Engineer and implement omni-channel contact center solutions integrating voice, chat, SMS, chatbots, and AI platforms.

• Monitor and report on performance, using tools like SQL and Power BI to develop actionable insights and drive continuous improvement.

• Collaborate with cross-functional teams to develop and optimize call flows and customer interaction channels.

• Oversee the deployment of automation tools to streamline customer service operations and enhance efficiency.

• Ensure seamless integration of contact center technologies with existing business systems such as ERP system, Salesforce.com.

• Participate in Service Level Monitoring, System Monitoring, Root Cause Analysis, and continuous improvement efforts.

• Create and support advanced automation with the goal of dramatically increasing self-service, reducing customer friction, and driving efficiency and effectiveness.

• Produces professionally written technical documentation and demonstrates excellent verbal skills as needed for interacting and communicating with agents, management, and skilled technical resources.

• Focus on customer success and customer experience during troubleshooting and resolution.

• Administration/Tracking of Users and Licensing

• Stay up to date with the latest trends and advancements in Contact Center Cloud technologies, incorporating new capabilities as needed.


Education:

• Bachelor’s degree in engineering, or a related field, or equivalent professional experience


Experience:

• 5+ years of experience with Contact Center Cloud technologies (IVR, IVA, AI, chatbots, omni-channel platforms).

• 3+ years of experience developing business analytics and reporting tools, preferably in an Inside Sales contact center environment, with expertise in SQL, Power BI, and Salesforce.com.


Tools & Platforms:

• Proficiency in Contact Center Cloud technologies (IVR, IVA, AI, chatbots, omni-channel platforms), SQL, Power BI, and Salesforce.com.


Key Skills:

• Recommend and implement advanced campaign / IVR structure to meet expected customer experiences.

• Excellent critical thinking skills and the ability to manage multiple projects simultaneously.

• Effective communication skills with the ability to collaborate with both technical and non-technical teams.

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