Telecommunication and Digital Technology Solutions Specialist

4 days ago


Naperville, Illinois, United States American Water Resources LLC Full time

Job Summary:

The Telecommunication and Digital Technology Solutions Specialist will play a crucial role in enhancing the telephony and digital technology aspects of our call center operations.

About the Role:

  • This position is based in our office in Naperville, IL, and requires a regular in-office hybrid model.
  • The successful candidate will be responsible for troubleshooting technical issues, identifying opportunities for process and technology improvements, managing contact center UAT processes, and serving as a liaison between the call center and IT teams.
  • You will ensure compatibility and efficiency by staying up-to-date with emerging telephony and digital technology trends.

Key Responsibilities:

  1. Collaborate with call center teams, IT, and NGCC (Salesforce) to identify and align telephony and digital technology needs with business goals, improving customer experience and operational efficiency.
  2. Monitor and troubleshoot telephony systems, digital tools, and related technologies to ensure uninterrupted call center operations.
  3. Serve as a subject matter expert for NGCC, proposing and implementing insight-led strategies to enhance customer experience, streamline processes, and drive efficiency.
  4. Develop and maintain documentation for NGCC, telephony, and digital technology processes, configurations, and troubleshooting procedures.
  5. Stay up-to-date with industry trends and advancements in telephony and digital technology, proactively recommending relevant improvements to leadership.
  6. Collaborate with IT teams to prioritize and implement system upgrades, integrations, and enhancements.
  7. Participate in project planning and execution related to technology upgrades and deployments.
  8. Oversee IVR design and continuous improvement, manage UAT processes for digital technology, NGCC, and secure approvals for seamless deployments.
  9. Contact Center POC for complex technical issues related to digital systems. Collaborate with IT teams or vendors to resolve issues promptly and minimize downtime.
  10. Proficiency in change management principles to ensure smooth transitions when implementing new telephony and digital technologies.

Requirements:

  • 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.
  • Advanced troubleshooting and problem-solving skills to swiftly address technical challenges.
  • Excellent communication and collaboration capabilities to engage effectively with diverse teams.
  • Experience with various telephony systems and platforms.
  • Understanding in managing telephony and digital technology projects, from planning and implementation to ongoing optimization.
  • Advanced troubleshooting skills to diagnose and resolve complex telephony and digital technology issues.

Compensation and Benefits:

We offer a competitive compensation package, including a salary range of $90,000 - $120,000, comprehensive health coverage, a 401(k) plan with a 4% company match, deferred contribution arrangement, generous paid time off, education assistance program, FSA/HSA options, employee wellness programs, and a vibrant company culture.

Why Join Us:

We value your hard work and dedication. Our team-oriented approach and commitment to excellence make us a great place to grow your career.



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