Digital Technology Solutions Expert

4 days ago


Naperville, Illinois, United States American Water Resources LLC Full time
About the Role

The Telecommunication and Digital Technology Analyst will be responsible for troubleshooting technical issues, identifying opportunities for process and technology improvements, managing contact center UAT process and serving as a liaison between the call center and IT teams.

Responsibilities
  • Collaborate with call center teams, IT, and NGCC to identify and align telephony and digital technology needs with business goals, improving customer experience and operational efficiency.
  • Monitor and troubleshoot telephony systems, digital tools, and related technologies to ensure uninterrupted call center operations.
  • Serve as a SME for NGCC, proposing and implementing insight-led strategies to enhance customer experience, streamline processes, and drive efficiency.
  • Develop and maintain documentation for NGCC, telephony and digital technology processes, configurations, and troubleshooting procedures.
Qualifications
  • 4 years' experience working in areas such as Call Center, IT or digital technology in a fast-paced environment.
  • A track record of proven success in telephony systems administration and digital technology integration.
  • Proficiency in telecommunication protocols, VoIP, and a diverse array of digital collaboration tools.
What We Offer

We offer a competitive salary range of $80,000 - $110,000 per year, comprehensive health coverage, 401(k) plan with 4% company match, and generous paid time off.



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