Contact Center EngineerVirtualVocations • Springfield, Massachusetts, United States
Contact Center Engineer
VirtualVocations • Springfield, Massachusetts, United States
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A company is looking for a Contact Center Engineer to oversee and optimize contact center technologies and processes.
Key Responsibilities
Configure and customize contact center software to meet business needs and implement new tools
Collaborate with IT, Engineering, and vendors to resolve technical challenges and enhance contact center workflows
Identify automation opportunities to improve agent efficiency and customer self-service options
Required Qualifications
6+ years of experience managing contact center software in a call center environment
Proven experience in leading and developing team members in a contact center
Strong knowledge of contact center technologies, including Zendesk and Nice InContact CX1
Experience in project management and process improvement
Willingness to travel to the office quarterly for collaboration
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