Senior Contact Center Solutions Architect
4 days ago
BuzzClan is a leading business consulting firm that provides software, advisory, and implementation services. As a certified partner for top-tier cloud, hardware, and software providers, we offer vertically integrated solutions in the IT Services space.
Job Role:Senior Contact Center Engineer
Job Location:Dallas, TX
Job Tenure:Full-time role
Job Description:Key Responsibilities:
- Serve as a resident contact center technologies subject matter expert and team lead.
- Mentor and provide guidance to team members.
- Proactively identify and implement process and technology enhancements to improve our member experience.
- Design, implement, and support contact flows to integrate with 3rd party applications such as CRM, Workforce Management, Quality Management, Natural Language Processing, Automatic Speech Recognition, and other Cloud integrations.
- Contribute to and maintain processes and standard operating procedures (SOPs).
- Deliver exceptional customer service to both external and internal clients, including high-level support and proactive communication during critical issues.
- Pilot emerging technologies to maintain and increase the business's competitive advantage, run projects from end to end related to contact center.
- Maintain system documentation and knowledge base articles for the support of contact center applications.
- Develop and implement training materials.
Essential Qualifications:
- B. S. in Computer Science, MIS, or related field; or 10 years of related work experience.
- Minimum of 10 years in designing, configuring, implementing, and supporting contact center technologies such as NICE Incontact, Amazon connect, Five9, Genesys, etc.
- Deep understanding of contact center-as-a-service (CCaaS) and operations.
- Deep understanding of Omnichannel, AI agent assist, AI-based self-service applications such as chatbots and IVA.
- Demonstrated ability to design and build contact flows based on business requirements.
- Proven CTI integration experience with other API's, CTI screen-pop and IVR database.
- Ability to multi-task and prioritize assigned work according to business need and priorities.
- Strong analytical skills and the ability to perform root cause analysis.
- Self-managed; ability to work well independently and in a global team environment.
- Business acumen, and the ability to communicate to business domain stakeholders and technical staff alike.
- Proficient in one or more of the following scripting languages - Python, Java, etc.
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