Contact Center Engineer (Honolulu)

Contact Center Engineer

Our mission is to make higher education accessible and affordable for everyone. We empower students with financial support and supercharge their ability to pay down their debt, so they can get on the right financial track, fast. 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.

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

• Oversee the configuration and customization of contact center software to align with business requirements and assess, select and implement contact center tools and technologies.
• Engage in close collaboration with IT, Engineering, and vendor support teams to efficiently implement new tools, upgrade existing ones, and promptly address and resolve any technical challenges that may arise.
• Identify opportunities for process automation through technology to streamline contact center workflows, improve agent efficiency, and enable customers to self-serve through self-help portals or interactive voice response (IVR) systems.
• Implement process changes and automation to enhance agent productivity and customer experience.
• Liaise with cross-functional stakeholders (e.g., customer support teams, IT, business units) to understand their requirements and align contact center technology accordingly.

Your impact :

About you :

Even better :

Where :

This role will be based in the US.

A little about our pay philosophy : We take pride in compensating our employees fairly and equitably. We are showcasing a range of your potential base salary based on the roles location. The successful candidates starting pay will also be determined based on job-related qualifications, internal compensation, candidate location and budget. This range may be modified in the future. Pay Range $112,000$140,000 USD.

Earnest believes in enabling our employees to live their best lives. We offer a variety of perks and competitive benefits, including :

What makes an Earnie :

At Earnest, we are committed to building an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity, inclusion, equity, and belonging enables us to move forward with our mission. We are dedicated to adding new perspectives to the team and encourage anyone to apply if your experience is close to what we are looking for.

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 for the position in a manner consistent with the Fair Chance Ordinance.