Experience Inc. Jobs

Job Description

Job Purpose :

The Customer Experience and Contact Center Engineer will be pivotal in delivering our clients innovative and effective Contact Center Solutions. The ideal candidate will have extensive experience with IVR solutions, leveraging technologies like Five9, Avaya AEP, Cisco Webex Contact Center, and Cisco CPaaS to enhance customer experiences. With over ten years of hands-on experience in the field, this individual will be responsible for designing, implementing, and optimizing customer interaction systems that meet and exceed client expectations.

Essential Functions:

• Implement advanced Contact Center solutions using Five9, Avaya AEP, and Cisco Webex Contact Center.

• Implement Contact Center Adjacent technologies from Calabrio, Verant, eGain, etc.

• Collaborate with clients to understand their business requirements and translate them into technical solutions.

• Optimize existing customer interaction systems for better performance and user experience.

• Provide technical leadership and guidance during the implementation of Contact Center Solutions.

• Conduct regular system audits and generate reports on system performance and customer satisfaction metrics.

• Work closely with cross-functional teams, including Project Managers, Business Analysts, and Developers, to ensure seamless solution delivery.

• Stay updated with the latest trends and advancements in Contact Center technologies and apply them to enhance service offerings.

• Support escalations from the service desk and be available for on-call responsibilities

Education:

• Two years of College or Technical School resulting in an Associate's Degree or equivalent

Experience:

• 10 plus Years of Experience providing support and development for Contact Center solutions.

Special Knowledge, Skills, and Abilities:

• Experience with Contact Center Solutions, for example, Five9, Avaya AEP, Cisco Webex Contact Center, AWS Connect, Google CCAI, and Cisco CPaaS.

• Proven track record of delivering IVR solutions that enhance customer experience.

• Proficiency in scripting and programming languages relevant to Contact Center Solutions.

• Understanding of voice and telephony protocols, SIP, VoIP, and related technologies.

Supervisory Responsibility :

This position does not have any supervisory responsibilities.

Work Environment :

• This is a work-from-home position that requires regular collaboration via video conferencing.

• Occasional travel for customer meetings and conferences is expected.