Telecommunication and Digital Technology Solutions Specialist
4 days ago
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:
- 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.
- Monitor and troubleshoot telephony systems, digital tools, and related technologies to ensure uninterrupted call center operations.
- Serve as a subject matter expert 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.
- Stay up-to-date with industry trends and advancements in telephony and digital technology, proactively recommending relevant improvements to leadership.
- Collaborate with IT teams to prioritize and implement system upgrades, integrations, and enhancements.
- Participate in project planning and execution related to technology upgrades and deployments.
- Oversee IVR design and continuous improvement, manage UAT processes for digital technology, NGCC, and secure approvals for seamless deployments.
- Contact Center POC for complex technical issues related to digital systems. Collaborate with IT teams or vendors to resolve issues promptly and minimize downtime.
- 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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