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  • Location

    Atlanta, Georgia

  • Job title:

    Sr. Contact Center Technology Engineer

  • Sector:

    Technology

  • Job ref:

    5988

Sr. Contact Center Technology Engineer

 

Overview

As the Senior Contact Center Technology Engineer, you will utilize your knowledge of contact center technology, system engineering, software development, and understanding of our business challenges and opportunities for the design, implementation, and operational support of contact center solutions.

 

Requirements

  • Effective communication at all grade levels and technology understandings from contact center agents to Senior executives.  This position will interact often with the Contact Center Management and employees.

  • Will thrive in a fast paced and ever-changing environment often with ambiguous business requirements, demanding managers, and multiple contending priorities.

  • Progressive record of successful architecture, design and build of contact center applications and the jobs to support them.

 

We’d love to see

  • Proficiency with contact center credit/collections/customer service loan systems and the business processes of a contact center.

  • Technical knowledge of contact center telephony solutions (VOIP, PBX, soft phones, wallboards, power and predictive dialers, IVR, and contact center metrics)

  • Working knowledge of contact center administration and concepts including:  routing strategies, workforce optimization, agent performance, and management reporting.

  • Knowledge and experience with DevOps, FinOps, SaaS, and cloud-based concepts and tools.

  • Experience with hardware, software development, and database operations as they relate to the creation and support of contact center solutions.

  • Practical experience in writing technical documentation, flow-charting, and using project/task manager software.

  • This position must continually learn and assess for use, new Contact Center technology products, tools, and solutions.

  • LEAN and/or Six Sigma working knowledge a plus.

  • Bachelor’s degree highly preferred.  Minimum 6-10 years of progressively responsible experience in technology roles within the financial services industry, preferably in a multiple location, omnichannel environment with 100+ agents.

 

Responsibilities 

  • Analyze business requirements, recommend and implement solutions in alignment with CLA’s contact center goals and strategies.

  • Take ownership of contact center projects and applications, and their support (Front-end systems, telephony solutions, middle tier jobs/functions, back end database operations.)

  • Effectively coordinate with the appropriate CLA IT departments (Application Support, Infrastructure, database, Help Desk, Networking, etc.) to optimize service levels on contact center product implementations and problem resolutions.

  • Manage technology third-party vendors for product upgrades, support, service levels, and problem resolution.

  • Create, manage, and support data integrations between systems/applications as well as between the primary applications and 3rd parties working with multiple internal teams.

  • Learn/map/improve upon and assist when needed, all contact center business processes as well as the full stack understanding of the contact center applications and the jobs that support it.

  • Provide overarching technology consulting to all other operational departments with regards to potential Contact Center technology needs or changes.

  • Establish and maintain a technology roadmap for the different Contact Center technology components and recommend changes to improve operational efficiency.

  • Quickly become the Trusted Advisor from a Technology perspective for all Contact Center employees and management.

  • Possess the ability to work without constant direct supervision using sound judgement and prudently escalating issues when needed.

 

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Our Company is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment which is free of harassment, discrimination, or retaliation because of sex, gender, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by federal, state, or local laws. The Company is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.