Contact Center Solutions Engineer

6 days ago

Salt Lake, Utah, United States Earnest LLC Full time

About the Role:

The Contact Center Engineer position at Earnest LLC is a critical role that requires a strong technical background and excellent leadership skills. As a key member of our team, you will be responsible for overseeing the configuration and customization of contact center software to align with business requirements.

Key Responsibilities:

  • Oversee the configuration and customization of contact center software to align with business requirements and assess, select, and implement contact center tools and technologies.
  • Engage in close collaboration with IT, Engineering, and vendor support teams to efficiently implement new tools, upgrade existing ones, and promptly address and resolve any technical challenges that may arise.
  • Identify opportunities for process automation through technology to streamline contact center workflows, improve agent efficiency, and enable customers to self-serve through self-help portals or interactive voice response (IVR) systems.
  • Implement process changes and automation to enhance agent productivity and customer experience.
  • Liaise with cross-functional stakeholders (e.g., customer support teams, IT, business units) to understand their requirements and align contact center technology accordingly.

Your Impact:

  • Overseeing and optimizing our contact center technologies, ensuring seamless operations, and enhancing the overall customer support experience.
  • Leading and supporting technology migration projects to ensure smooth transitions to newer platforms.

About You:

  • 6+ years of experience managing contact center software in a call center environment.
  • Proven experience in leading and developing at least one person, preferably in a contact center environment.
  • Strong knowledge of contact center technologies, including but not limited to Zendesk, Nice InContact CX1, Ada Chatbot, and related systems.
  • Experience in project management, process improvement, and technical mentoring.
  • Willing to travel to the office monthly to collaborate with other team members.

Preferred Qualifications:

  • Contact Center Certification: Obtaining certifications specific to contact center technology, such as CCCE (Contact Center Engineer), can demonstrate specialized knowledge and expertise in this field.
  • Project Management Certification.
  • Customer Experience (CX) Training.

Work Environment:

  • This role will be based in San Francisco, CA or Salt Lake City, UT.
  • While you'll enjoy the flexibility of remote work, we also love to see our team members face-to-face We ask you to join us at our office 3 times a month for team collaboration and some fun.

About Earnest LLC:

At Earnest LLC, we are committed to building an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity, inclusion, equity, and belonging enables us to move forward with our mission. We are dedicated to adding new perspectives to the team and encourage anyone to apply if your experience is close to what we are looking for.

Earnest LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status, disability, or genetics. Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance.

  • Senior Solutions Engineer

    2 weeks ago

    Salt Lake, Utah, United States Northstar Staffing Solutions Full time

    Company Overview:North Star Staffing Solutions is a premier staffing firm located in Denver, Colorado, renowned for our exceptional service and the strong relationships we cultivate with our clients. With a commitment to meeting our clients' needs, our passionate team boasts over a century of combined experience in the staffing industry. We have consistently...

  • Senior Solutions Engineer

    2 weeks ago

    Salt Lake, Utah, United States Northstar Staffing Solutions Full time

    As a prominent staffing firm, North Star Staffing Solutions is committed to delivering exceptional services and fostering strong relationships with our clients. Our focus on meeting client needs is supported by a passionate team with over a century of combined experience. We consistently provide the recruiting and staffing expertise that our clients rely on,...

  • Technical Solutions Engineer

    2 weeks ago

    Salt Lake, Utah, United States Motorola Full time

    Company OverviewAt Motorola Solutions, we are driven by a common mission - empowering individuals to excel in critical moments. Our commitment to this mission is evident in our daily efforts to enhance safety. True excellence is achieved when individuals not only feel secure but are genuinely safe. We are dedicated to this cause by developing cutting-edge...

  • Senior Project Engineer Diver

    3 days ago

    Salt Lake, Utah, United States Marine Solutions, Inc. Full time

    About Marine Solutions, Inc.Marine Solutions, Inc. is a specialized marine engineering and construction firm serving clients in the government, transportation, energy, industrial, water, and commercial markets. We inspect, design, and build bridges and waterfront infrastructure worldwide that protect and enrich our communities.Job SummaryThe Senior Project...

  • Senior Project Engineer Diver

    3 days ago

    Salt Lake, Utah, United States Marine Solutions, Inc. Full time

    About Marine Solutions, Inc.Marine Solutions, Inc. is a specialized marine engineering and construction firm serving clients in the government, transportation, energy, industrial, water, and commercial markets. We inspect, design, and build bridges and waterfront infrastructure worldwide that protect and enrich our communities.Job SummaryThe Senior Project...

  • Field Service Solutions Engineer

    2 weeks ago

    Salt Lake, Utah, United States BIOMERIEUX, INC. Full time

    Field Service Solutions Engineer - MiamiLocation: Field, UT, Position Type: Unfixed TermJob Function: Customer SupportCompany Overview:As a global leader in in vitro diagnostics for over six decades, bioMerieux is dedicated to providing diagnostic solutions that identify the sources of disease and contamination, enhancing patient health and ensuring consumer...

  • Salesforce Solutions Engineer

    2 weeks ago

    Salt Lake, Utah, United States University of Utah Full time

    Position Overview:The Salesforce Solutions Engineer will play a crucial role in the enhancement and customization of our Salesforce environment, ensuring it aligns with the dynamic requirements of our institution.Key Responsibilities:As a Salesforce Solutions Engineer, you will:1. Collaborate with a diverse team of Salesforce experts, promoting a...

  • Lead Cloud Solutions Engineer

    1 week ago

    Salt Lake, Utah, United States American Cybersystems Full time

    Company OverviewAmerican Cybersystems is at the forefront of technology, dedicated to transforming the landscape of cloud infrastructure and engineering practices.About the TeamThe Platform Engineering division at American Cybersystems is committed to developing innovative solutions that enhance our engineering methodologies surrounding cloud infrastructure,...

  • Senior Storage Solutions Engineer

    1 week ago

    Salt Lake, Utah, United States GTT, LLC Full time

    Job OverviewPosition: Senior Storage Solutions EngineerContract Duration: 6 MonthsRole SummaryJoin a team of skilled engineers dedicated to solving intricate challenges by developing innovative systems and processes that are vital to our operations.Our team ensures real-time access to essential deal data, analyzing vast amounts of information daily to guide...

  • Azure Data Solutions Engineer

    4 days ago

    Salt Lake, Utah, United States Avanade Full time

    About the RoleAs an Azure Data Engineer at Avanade, you will have access to cutting-edge research, knowledge, and tools to create innovative solutions across our Intelligent Data Platforms practice.Key ResponsibilitiesDesign, develop, and deliver enterprise-grade analytics solutions based on Azure and Databricks technologies.Mentor junior team members and...

  • Cloud Solutions Engineer

    2 weeks ago

    Salt Lake, Utah, United States Apex Systems Full time

    Apex Systems, a leading provider of technology solutions, is seeking two qualified candidates for the role of Cloud Automation Engineer. This position requires a strong background in Systems Engineering within the Windows and/or Linux environments to support a significant government client. The role is primarily remote, with occasional travel...

  • Engineering Program Manager for Technical Solutions

    2 weeks ago

    Salt Lake, Utah, United States PassiveLogic Full time

    Engineering Program Manager for Technical SolutionsAre you passionate about leading the development of innovative hardware and software solutions that will transform the future of building autonomy?Key Responsibilities:As an Engineering Program Manager at PassiveLogic, you will play a pivotal role in guiding engineering teams by establishing and overseeing...

  • Access Control Solutions Engineer

    2 weeks ago

    Salt Lake, Utah, United States ServiceNow Full time

    Company OverviewAt ServiceNow, we empower organizations to thrive through our innovative technology. Our dynamic team is dedicated to creating impactful solutions that enhance the way businesses operate. We believe in fostering an environment where creativity and collaboration flourish, allowing our employees to reach their full potential. Join us and be...

  • Senior Interface Solutions Engineer

    2 weeks ago

    Salt Lake, Utah, United States Myriad Genetics Full time

    OverviewAs a Senior Interface Solutions Engineer at Myriad Genetics, you will play a pivotal role in the implementation of Electronic Medical Records (EMR) systems, contributing to the development of innovative healthcare solutions that empower patients to make informed decisions. About Myriad GeneticsMyriad Genetics is a leader in genetic screening and...

  • Senior Solutions Architect

    2 weeks ago

    Salt Lake, Utah, United States Highmark Health Full time

    Highmark Health Senior Solutions ArchitectThe role of a Senior Solutions Architect is crucial in shaping and executing Contact Center Solutions that are in harmony with business strategies and objectives. This position entails the creation of comprehensive solution designs and documentation that facilitate the development, implementation, and operation of...

  • Senior Technical Solutions Architect

    2 weeks ago

    Salt Lake, Utah, United States Motorola Full time

    Company OverviewAt Motorola Solutions, we are driven by a collective mission - empowering individuals to excel in critical moments. Our commitment to this mission is evident in our daily efforts to create safer environments. We believe that true excellence is achieved when individuals not only feel secure but are genuinely safe. Our focus on safety drives us...

  • Engineering Program Manager for Technical Solutions

    1 week ago

    Salt Lake, Utah, United States PassiveLogic Full time

    Join Our Team as a Technical Engineering Program ManagerAre you passionate about leading the development of innovative hardware and software solutions that transform autonomy in building systems?Your Role:As a Technical Engineering Program Manager at PassiveLogic, you will play a pivotal role in guiding engineering teams by establishing and managing product...

  • Sales Engineer for Surface Treatment Solutions

    2 weeks ago

    Salt Lake, Utah, United States RPMGlobal Full time

    Where Innovation Meets Opportunity:This Sales Engineer position represents RPMGlobal by engaging with both established and potential clients within a designated region to promote and sell advanced surface treatment solutions. The individual will deliver comprehensive sales and service to ensure optimal product performance while maximizing profitability...

  • Sales Engineer for Water Solutions

    2 weeks ago

    Salt Lake, Utah, United States Ecolab Full time

    Exciting Opportunity: Sales Engineer for Water Solutions at EcolabJoin a prestigious leader in water management to help protect the planet's most vital resourceWe are looking for enthusiastic candidates for the role of Sales EngineerYour role will involve driving revenue enhancement through customized programs and servicesEmploy a consultative sales strategy...

  • Lead Java Solutions Engineer

    2 weeks ago

    Salt Lake, Utah, United States Alation Full time

    In alignment with our remote and hybrid work culture, Alation conducts all interviews and onboarding processes virtually. Big Data presents not just challenges but significant opportunities. At Alation, we empower individuals to discover, comprehend, and trust their data, enabling them to excel in their roles and contribute substantial value to their...