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Contact Center Solutions Engineer
2 months ago
About the Role
We are seeking a highly skilled Contact Center Solutions Engineer to join our team at Insight Global. As a key member of our organization, you will play a critical role in supporting the core Contact Center applications that enable our company to deliver exceptional customer experiences.
Key Responsibilities
- Partner with our business stakeholders to ideate, design, implement, and support core functionality and future innovation in our Contact Center platform.
- Work closely with our IT and business teams to implement and support new capabilities, focusing on customer experience, employee experience, and cost savings.
- Ensure superior response to issues, questions, and concerns in our Contact Center platform, which includes NICE CXone, Nexidia BI, Quality Central, Performance Management, Workforce Enablement Management, and Feedback Manager.
- Build and maintain strong relationships across IT and business teams.
- Participate in systems integration needs as they arise and actively participate in quarterly business reviews.
Desired Competencies and Skills
- Proven experience supporting and administering omni-channel cloud Contact Center solutions, preferably on the NICE cloud platform.
- 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.
- 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.
Required Skills & Experience
- Exceptional communication skills, with the ability to interact with high-level executives.
- 10+ years of experience supporting a Contact Center environment.
- Experience with a Contact Center Cloud Platform, such as Genesys, NICE, Cisco, Mitel, Avaya, or Nextiva.
Nice to Have Skills & Experience
- Specific experience migrating Genesys to NICE.
Benefits
We offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
