Contact Center Engineer

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