Client Systems & Process Specialist

Client Integration & Solutions Engineer About the Position Ambs Call Center, the nation's top-rated answering service provider, is seeking a technically skilled and service-driven Client Integration & Solutions Engineer. In this dynamic role, you'll play a pivotal part in delivering seamless, customized client solutions, and integrations that enhance our customers’ experience. It bridges client-facing needs with backend automation and technology infrastructure. Join a fast-paced, collaborative team with a 24/7 commitment to helping businesses across the U.S. never miss an important call. If you're tech-savvy, customer-focused, and excited about bridging systems and service—this role is for you. Primary Responsibilities Develop, configure, and launch new live answering service accounts in Startel Software and any other related software, following standardized processes approved by Ambs Call Center. Build, train, and refine client AI Agents based on customer needs. Collaborate with the operations and sales teams to ensure account programming aligns with customer needs and company protocols. Implement updates, modifications, and improvements to existing accounts, ensuring all changes are documented and communicated effectively. Develop and maintain internal statistical reports detailing call volumes, agent performance metrics, and other relevant operational data. Assist in investigating client complaints related to account configurations, analyzing root causes, and recommending process improvements for efficiency and effectiveness. Conduct system testing and validation post-implementation to ensure functionality and compliance with client specifications. Troubleshoot programming issues, working closely with Technical and Operations teams to resolve errors and inconsistencies. Leverage AI-powered tools (e.g., AI scripting, intelligent routing, or analytics) to optimize call flow logic, agent scripting, or reporting automation. Build and maintain Zapier workflows to connect Startel with third-party CRMs, help desks, or analytics tools. Develop custom integrations using APIs to enhance client automation and data syncing capabilities. Create and maintain internal knowledge base articles and client onboarding templates to streamline repeatable processes. Expected Key Performance Indicators (KPIs) Response Time: Acknowledge programming change requests within 1 business day. Quality Assurance: No more than 2 monthly complaints related to onboarding/programming issues. System Efficiency: Continuously optimize account setups to improve call handling time and minimize inefficiencies. Documentation Compliance: Maintain thorough and updated documentation for all programming activities. Qualifications & Skills Required Technical Proficiency: Experience working with APIs, JSON, and Zapier. Analytical Skills: Ability to interpret data and identify trends. Attention to Detail: High level of accuracy in programming accounts and troubleshooting potential issues. Problem-Solving Ability: Strong critical thinking skills to identify and resolve system-related problems efficiently. Communication Skills: Effective verbal and written communication for interacting with internal teams and clients. Time Management: Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment. Collaboration: Works well within a team environment while also being able to work independently. Adaptability: Ability to quickly learn new systems, tools, and processes as they evolve. Additional Qualifications 2-3 years' work experience. Proven experience working independently. Thrives in structured environments using best practices. Strong problem-solving skills and a proactive mindset. A willingness to be flexible and available to support 24/7 operations when needed. Preferred: Experience with Startel Software, coding experience, proficiency with SQL queries. Work Environment In-office at Ambs Call Center’s Jackson, MI or Tampa, FL locations. Collaborative, fast-paced, and improvement-oriented culture. Opportunities for professional growth and cross-functional learning. #J-18808-Ljbffr Ambs Call Center