CCaaS Analyst

Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Primary Function

Under general direction, the Contact Center as a Service (CCaaS) Analyst will be responsible for guiding functional projects, enhancements, changes, and change control for our cloud contact center solutions.

You will be responsible for helping design, test, document, and implement approved changes and enhancement requests. As part of the Customer Engagement Solutions team, you will help optimize customer service processes, customer experience, research new technologies and ensure delivery required to achieve business success.

Responsibilities

• Provide continuous leadership for Contact Center as a Service (CCaaS) product performance and future development within the A.O. Smith roadmap.
• Accountable for and serve as an authority on all aspects of CCaaS solutions.
• Maintain an understanding of the A.O. Smith strategic vision and the CCaaS solution portfolio.
• Coordinate with stakeholders as needed to determine business needs or requirements.
• Accountable for the completion of product enhancements and projects, as well as achievement of business objectives through analysis, scoping, planning, budgeting, and execution.
• Identify customer expectations and unmet needs and create solutions that address gaps and enhance customer experience.
• Functionally manage integrations between CCaaS platform and CRM systems as well as SAP.
• Serve business need for inbound, outbound, and blended CCaaS solutions.
• Evaluate and recommend new products and systems to improve CCaaS platform and related telecommunications reliability and productivity.
• Create or review all documentation to aid in use, support, governance, troubleshooting, disaster recovery practices, security initiatives, and cross-training.
• Collaborate with CES team to develop strategic vision; translate vision into clear and defined business requirements to drive functional specifications and technical requirements
• Direct the prioritization of projects and enhancements to align with business roadmap and objectives
• Provide support for Observe AI, Clearview, and Five9.

Qualifications

• Bachelor's Degree in Information Technology Management or Computer Science, or equivalent experience.
• Minimum of 4 years of contact center, telephony, or unified communications related work experience.
• CCaaS or on-premises contact center platform experience. Five9 preferred.
• Knowledge of Workforce Management principals and contact center related KPIs.
• Contact center or agent experience is preferred.
• Bilingual in English/Spanish is preferred.
• Excellent oral and written communication skills.
• Intermediate knowledge of Salesforce is preferred
• Intermediate to expert level in Excel
• Understanding of API’s, XML, and IVR logic
• Basic understanding of JavaScript. Campaign dialing modes, list dialing modes, and list priority are a plus.
• Needs understanding of SFTP serves and data management. Basic understanding of Postman and Powershell
• Experience in AI implementation/Smart front Door Solution – as a preferred qualification

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.
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ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status.

We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.