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Contact Center Applications Senior Engineer
•30 days ago
| Estimated Pay | $18 per hour |
|---|---|
| Hours | Full-time, Part-time |
| Location | Kansas, Alabama |
Compare Pay
Estimated Pay We estimate that this job pays $17.88 per hour based on our data.
$13.35
$17.88
$26.98
About this job
Job Description
Job Description
Contact Center Applications Senior Engineer
The Contact Center Applications Senior Engineer works closely with business and technical teams to implement new service solutions through intuitive interactive voice response (IVR) and contact center technologies. As a technical expert, the Senior Engineer is a cross-functional collaborator who seeks to understand business needs, strategic goals and industry best practices. Candidates should have prior experience in a contact center environment including deep technical knowledge of contact center functionality.
Job Description
- Serve as a technical lead for Avaya, NICE and other contact center specific applications.
- Research reported concerns of current application functionality and technical requests submitted to our Contact Center apps queue.
- Analyze incidents and problems to identify trends and make recommendations which improve business user experience.
- Document application capabilities in the form of Knowledge Base articles for a variety of audiences (self-service and Tier 1 / Tier 2 teams.)
- Serve as main contact to vendor application team(s) pertaining to discussions around product lifecycles, integration considerations and release updates.
- Share information within IT to support application stability, system integrations and compliance.
- Subject matter expert and primary engineer to support in assigned application upgrades.
- Contribute to solutions design planning and application architecture analysis when evaluating new technologies.
- Analyze new capabilities and application configuration requests submitted by business partners and make recommendations regarding the overall product roadmap and technical implementation plans.
- Contribute to root cause analysis of reported incidents and problems.
- Serve on special project teams for new solutions implementations which integrate with the overall application portfolio.
Requirements
- Bachelor’s degree in Computer Science, Information Systems Management or qualified technology certifications in Avaya, NICE and other contact center specific products.
- Requires 4 to 8 years of successful experience in a contact center technology engineer role.
- Additional years of qualifying experience may be considered in lieu of formal education.
- Proficient in CTI, SIP, Avaya, IVR, NICE, text analytics, call routing, historical reporting, telephony systems, networking environments, contact center automation and system administration functions.
- Current knowledge of Microsoft operating environments.
- Current certifications in Avaya and NICE products a plus.
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