Experience Inc. Jobs

Job Purpose :

Overview: The Contact Center Operations Engineer role is focused on supporting and enhancing contact center solutions for our customers. This role involves direct interaction with established customers to implement necessary changes and coordinate incident response efforts.

Essential Functions :

Technology, Must Have:

Administration of any Tier 1 Contact Center solution (in order of importance):

• Cisco Webex Contact Center

• Five9 Virtual Contact Center

• Cisco Contact Center Express

Technology, Nice to Have:

Administration of secondary Contact Center Solution

• Calabrio Workforce Management

• SIP Messaging

• Webex Calling

• Cisco Call Manager

Development experience in any of the technologies listed above.

Common Operational Tasks:

• Resolve common user issues

• Add, Change, and Remove Users

• Log on

• Connectivity

• Configuration changes

• Hours of operation

• Greeting Text to Speech Changes

• Call flow changes

• Voice Connectivity Delivery Triage

• Escalation to Voice team with proper call examples.

• Provision new phone numbers

Education:

• Four years of College resulting in a Bachelor's Degree or equivalent

Certifications, Accreditations, Licenses:

• N/A

Experience:

• Contact Center Technology: 3+ years

Supervisory Responsibility :

This position does not have any supervisory responsibilities.

Work Environment :

Shift: Varies by team member (Goal cover as much time as possible, prioritizing Weekend and evening (EST) )