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Senior Specialist, Global CX, CCaaS Development Expert

2 months ago

Needham, Massachusetts, United States SharkNinja Full time
About the Role

We are seeking a highly skilled Senior Specialist to join our Global CX team as a CCaaS Development Expert. In this role, you will be responsible for creating solutions across all channels, including bot design and AI, while implementing and managing changes to the CCaaS platform and associated systems through integrations.

Key ResponsibilitiesPlatform Management and Configuration
  • Configure the CCaaS platform to align with organizational requirements, including setting up user roles, permissions, and profiles.
  • Design and implement voice call flows, including IVR menus, skill-based routing, and automated responses.
  • Customize dashboards and reporting tools to provide relevant metrics and insights.
Feature Deployment and Integration
  • Deploy new features and integrations, such as integrations with CRM systems, workforce management tools, and AI-powered analytics.
  • Ensure seamless integration with other enterprise systems and applications.
System Monitoring and Maintenance
  • Continuously monitor system performance, including server load, call quality, and uptime.
  • Utilize monitoring tools to identify and address potential issues before they impact operations.
User Support and Training
  • Provide tier-2 and tier-3 support for end-users, resolving complex technical issues that cannot be handled by the first line of support.
  • Establish and manage a ticketing system to track and prioritize support requests.
Security and Compliance
  • Ensure data integrity and compliance with data protection regulations.
  • Implement data security measures, including encryption, access controls, and regular audits.
Requirements
  • Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field.
  • Minimum of 5-7 years of experience in managing and administering CCaaS platforms or similar contact center technologies.
  • Proven experience in a technical leadership role, overseeing platform operations and leading teams.
Preferred Qualifications
  • Relevant certifications in CCaaS platforms or contact center technologies.
  • Knowledge of data analytics and reporting tools.
  • Experience with project management methodologies.

We are an equal opportunities employer and welcome applications from diverse candidates. If you require a reasonable accommodation to participate in the job application or interview process, please contact our People & Culture team.