Contact Center Operations Coordinator

6 days ago


Helena, Montana, United States State of Montana Full time
About the Role

The State of Montana is seeking a highly skilled Contact Center Administrator to join our team in the State Information Technology Services Division (SITSD). As a key member of our Enterprise Network and Infrastructure Bureau, you will be responsible for managing all aspects of our contact center technology platform, including IVR, cloud-based contact center solutions, workforce management, and outbound dialing/campaign management.

Key Responsibilities
  • Ensure the contact center technology platform is operating efficiently to meet business service hours
  • Work with multiple state agency business users to resolve technical issues and improve the customer and agent experience
  • Collaborate with vendors, state agency customers, and other technicians to optimize contact center performance
  • Manage and maintain Five 9's and other contact center technology
  • Develop and implement processes and procedures to improve contact center operations
Requirements
  • Associates degree in Information Technology or related field and two years' applicable experience; OR
  • Bachelors degree in Information Technology, or a related field and four years' applicable experience; OR
  • Alternate combinations of education and experience will be considered on a case-by-case basis
Competencies
  • Contact Center Platforms
  • Inbound and outbound dialing strategies
  • Contact Center & Call routing
  • IVR Applications
  • Contact center reporting
  • VoIP protocols (SIP, H.323, FTP, TCP/IP, Etc.)
  • Scripting and Automation
  • Project management Principles, Practices and Techniques
  • Understand call flows, troubleshoot, and perform detailed analysis
  • Understand a contact center environment including call routing
  • Design or modify an agency contact center within operational requirements
  • Problem-solve a wide variety of hardware and software issues
  • Install and repair telephony hardware and associated software
  • Develop effective working relationships with vendors, co-workers, managers, employees of state government and citizens of the state
  • Rapidly troubleshoot and correct system problems in a timely fashion
  • Provide excellent customer service and communication to non-technical individuals
  • Understand the interrelationship of data, voice/VoIP network systems and quickly learn the State's environment
  • Work efficiently under stressful circumstances as priority incidents occur
  • Develop, document, and follow processes and procedures
  • Work independently and in a team environment
  • Manage competing deadlines with shifting priorities
  • Lead a team from the beginning to the successful completion of a project


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