Solutions Engineer - Contact Center

This is an onsite position.


Job Title: Contact Center Technology Solutions Engineer


Purpose:
Technical expert that will independently identify, engineer, and optimize new data, software, or technology solutions that address critical business needs in the Contact Center Space. Continuously seek to improve existing methods and processes. Read and adapt literature and publicly available information to accomplish assignments. Demonstrate proficiency in a broad range of techniques and methods for information technology engineering, including software development, data warehousing, statistics, machine learning, and/or technology infrastructure (including servers, storage, network connectivity, and virtualization/cloud environments). Technology Engineers will be aligned to a specific area: Information, Software, Data, or Infrastructure.


Responsibilities:

• Independently design and develop data, software, or technology solutions to answer scientific or business questions. Demonstrate proficiency across a range of technologies related to programming languages, data integration, data warehousing, and data visualization and analysis.
• Implement and troubleshoot the Five9 call center software solutions in a wide array of configurations and environments both remotely and nearshore/offshore.
• Manage day-to-day operational and tactical aspects of multiple Implementation projects.
• Effectively communicate plans, progress, and status to both internal and business users
• Be able to articulate Design, Implementation Services through presentations, demonstrations, and open discussion with business users.
• Continually seek opportunities to increase customer satisfaction and deepen relationships by interacting effectively at all levels of the client organization.
• Develop materials in line with business requirements and or services opportunity requirements.
• Provide second level Five9 app and Speech Analytics support.

Qualifications:

• Experience of Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, Workforce Management and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, etc. to provide guidance, thought leadership and operational support as a highly skilled Contact Center advisor.
• Experience deploying contact center cloud applications, Disaster Recovery & BCP support.
• Prior experience with call-center reporting.
• Pharmacy, healthcare, or insurance provider experience highly desired
• Ability to transfer system knowledge and train others.
• Experience developing and generating contact center reports to maximize efficiency.
• Experience with continuous improvement is preferred.
• Understand the broad objectives of the project as well as his/her role in achieving those objectives and modify approach when required. Escalates open issues to ensure execution success and keeps stakeholders informed through effective verbal and written communication.
• Learn, understand, and master new methods and technologies, and act as a resource or mentor for others.
• Produces and maintains required technical documentation associated with work product.
• Understand and adhere to corporate standards regarding applicable Corporate and Divisional Policies, including code of conduct, safety, GxP compliance, data security, and the software development lifecycle.
• Experience with Five9 application integration with other software such CRM and pharmacy fulfillment systems.
• IP Telephony (basic networking knowledge assumed).
• Bachelor's degree and 7+ years' experience in Contact/Call Center Software.

Preferred Qualifications:

• Effectively organize and present project objectives and progress. Contribute to technical publications and presentations.
• Obtain estimates/quotes from vendors and provide as input into overall project time and cost estimates.
• Maintains relationships with affiliates, subsidiaries, and vendors in accordance with client's Values, Vendor Management Office, and Purchasing to further the mission, vision, and goals of the organization.

The benefits that you are eligible for with Collins Consulting, Inc:

• 401(k)
• Medical, Dental and Vision Insurance
• Term Life Insurance
• Accidental Death and Dismemberment
• Long Term Disability