Job Summary
This position is responsible for the implementation of customers onto cloud call center platforms. Working directly with the customer and project manager to determine customer call center process and technical requirements and configure the cloud form on behalf of the customer and vendor. The position will configure agents, skills, hours of operations, reporting, call flows, routing, integration, and other services on the vendor platform.
TECHNICAL RESPONSIBILITIES
- Providing solution design and development for new client implementations, and coordination of changes to existing applications.
- Configure and install new UCaaS (Zoom, RingCentral, Mitel MiCloud), CCaaS (Genesys PureCloud, NICE inContact, Five9 & Twilio) platforms
- Effectively and accurately perform and document the analysis, design, testing, and conversion processes of systems.
- Works collaboratively with department management and manufacturers to ensure the utilization of the system meets customers’ business needs and aligns with their goals and objectives.
- Creating ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, points of contact, dialing lists and rules, queue and other messaging, call recording services, email, chat, and other components of a customer call center platform build.
- Perform all written and verbal communication efficiently and effectively to internal and external customers.
- Provide a standard of technical excellence through creative and critical thinking, negotiation, and
seeing the big picture that brings about efficiency for the customer. - Ability to trouble-shooting issues, by thinking outside the box, throughout the implementation phases of the customer engagement.
- Remaining current by engaging in continuous education on industry knowledge, tools, and technology
- Intermediate knowledge and experience include but not limited to Microsoft Office Suite, World Wide Web, Lucid Chart.
GENERAL RESPONSIBILITIES AND EXPECTATIONS
- Provide continuous communication, feedback and ideas with leadership to improve InflowCX, and our employees and customers’ lives.
- Participate in company meetings, department meetings and other company events.
- Conflicts and other challenges are to be promptly communicated to your supervisor then HR if not resolved within a reasonable time frame (chain of command).
- Participate in all company training courses provided and successfully complete all necessary online and self-paced training courses in the defined timelines required.
- Maintain an awareness of and always strive to practice and improve upon your personal integrity, honesty, positive outlook and attitude, sense of urgency, follow through, accountability, communication, sales, social and relationship skills, continuing training and education, company, industry, and product knowledge.
- Inspire within your team and personally live our Core Values and company purpose at all times:
- Create Exceptional Experiences with Every Interaction
- Exemplify Integrity, Accountability & Appreciation
- Improve Lives of Employees & Customers
- Teamwork Leads to Greatness
- Evolve & Innovate
EDUCATION and/or EXPERIENCE
- BS/BA in technical (e.g., CS/IS/EE/MIS) or business (e.g., Management / Marketing / Operational) field or equivalent work experience required.
- 3-5 years’ experience in IT areas: servers, desktop, networking, and contact center/telecom is required.
- Business Optimization: process review and business analysis skills
SUPERVISIORY RESPONSIBILITY
- This position has no direct supervisory responsibilities.
WORK ENVIRONMENT
- This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
PHYSICAL DEMANDS
- The employee must occasionally lift and/or move up to 10 pounds (25-70 pounds during installation). The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
POSITION TYPE/EXPECTED HOURS OF WORK
- Some flexibility in hours is allowed, but the employee must be available during the “core” client work hours.
TRAVEL
- May be required to travel up to 25% or as assigned