Contact Center Implementation Specialist

The Dialogue Contact Center Implementation Specialist will guide new customers from the point of sale to a successful launch, ensuring a seamless, best-in-class experience from day one. In this role you will manage the setup, configuration, and deployment of customer service software and communication hardware. You will bridge the gap between technical teams and business operations to launch cloud platforms (CCaaS), interactive voice response (IVR) systems, and CRM integrations smoothly. Are You Someone Who...

• Champions Success: Energetic, empathetic, and driven to help clients achieve their goals.
• Is Resourceful & Curious: A fast, lifelong learner who loves finding creative solutions and driving to a "Yes."
• Masterfully Multitasks: Has the organizational skills to manage multiple clients and deadlines without missing a detail.
• Communicates Naturally: Possesses exceptional listening, conversational, and presentation skills.

Core Responsibilities

• Platform Configuration: Set up call routing logic, AI chatbots, user permissions, and IVR menus.
• Drive Integrations & Implementation: Lead the onboarding journey from sales handoff to launch, configuring services to meet client needs.
• System Integration: Connect contact center software with CRMs and third-party business tools.
• Project Management: Build timelines, track project milestones, and guide clients from post-sale to go-live.
• Testing and Quality Control: Run system audits, troubleshoot technical glitches, and ensure high call quality.
• Training and Onboarding: Prepare clients and contact center team to use the new technology efficiently before launch. Conduct engaging live training sessions and create helpful resources (video tutorials, guides).
• Collaborate & Optimize: Partner with Sales, Product, and Vendors to resolve challenges, track CSAT scores, and continuously improve the onboarding lifecycle.

Key Skills Required

• Technical Knowledge: Familiarity with CCaaS platforms (like ZOOM, NICE CXone, Five9, or Dialpad), CRM databases (like Salesforce, WelcomeHome, Yardi, and Aline) and VoIP systems
• Project Management: Strong organizational skills to manage tasks, deadlines, and multiple stakeholders.
• Problem-Solving: Ability to identify technical blockers and fix workflow or routing issues.
• Communication: Clear verbal and written skills to translate technical setups for non-technical users.

Ready to Make an Impact? If you are ready to shape the first impression of the Dialogue experience and celebrate client wins every day, apply now to join our vibrant team! LetsDialogue.com Dialogue is an Equal Opportunity Employer and is committed to creating an inclusive workplace where all qualified individuals are considered without regard to legally protected characteristics.