Contact Center Engineer

Overview

Our mission is to make higher education accessible and affordable for everyone. We empower students with financial support and help them pay down their debt to get on the right financial track quickly. We build tools that help people feel in control of their financial future, including private student loans, student loan refinancing, and scholarships.

Earnies are committed to helping students live their best lives, free from the stress of student debt. If you're as passionate as we are about our mission, read more below, and let's build something great together!

The Contact Center Engineer position will report to the Director, Customer Experience.

Responsibilities

• Oversee the configuration and customization of contact center software to align with business requirements and assess, select and implement contact center tools and technologies.
• Collaborate with IT, Engineering, and vendor support teams to implement new tools, upgrade existing ones, and address technical challenges.
• Identify opportunities for process automation through technology to streamline contact center workflows and enable customers to self-serve via self-help portals or IVR systems.
• Implement process changes and automation to enhance agent productivity and customer experience.
• Liaise with cross-functional stakeholders to understand requirements and align contact center technology accordingly.

Your Impact

About You

Even Better

Where

Pay Range : $112,000—$140,000 USD

Compensation and Benefits

What Makes an Earnie

At Earnest, our people bring our cultural principles to life. These principles define how we work, how we win, and what we expect of ourselves and each other :

Speed is our competitive advantage. Our customers need better solutions, and faster execution increases our chance of success.

We win by tackling hard things with grit and resilience.

Excellence is a mindset of continuous improvement; what's good enough today won't be good enough tomorrow.

Leadership is about action, not titles. We move forward as a team.

We take our work seriously, not ourselves; a sense of humor keeps us grounded and resilient.

Equal Employment Opportunity

Earnest provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status, disability or genetics. Qualified applicants with criminal histories will be considered in accordance with applicable law.

J-18808-Ljbffr