Contact Center Support Engineer

Peyton Resource Group; Dallas (TX); On-site; USD 75,000 - 95,000; Full time

Job summary

A leading technology services provider in Dallas, Texas, is seeking a Contact Center Engineer III. This advanced role involves maintenance, support, and development of contact center systems. The ideal candidate will have 4-6 years of relevant experience and a Bachelor's degree. Responsibilities include evaluating designs, proposing solutions, and collaborating with teams. Strong analytical and communication skills are essential. The position offers an opportunity to work with diverse teams and contribute to the company's goals.

Qualifications

• Proactive and solutions-driven with a high level of attention to detail.
• Advanced knowledge of CCaaS technology and applications.
• Excellent communication skills relating to support and problem resolution.

Responsibilities

• Evaluate existing design and provide technical recommendations.
• Propose solutions for complex issues to enhance business operations.
• Collaborate with development teams to troubleshoot technical issues.

Skills

CCaaS technology

Agile methodology

Analytical skills

Interpersonal skills

Attention to detail

Education

Bachelor’s Degree in related field

4-6 years of experience in contact center solutions

Job description

The Contact Center Engineer III is an advanced level position responsible for performing routine to complex maintenance, support, and development of contact center systems at local and cloud based sites. This team member works in conjunction with other technical teams, business units, and Digital teams during modification, troubleshooting, or repair of cloud based application systems. The Contact Center Engineer III works directly with other engineers or end users to identify system/application issues and p rovides technical assistance or guidance to less experienced engineers. This team member has potential to interact with all levels of leadership, technical teams, and external vendors.

In this role you will:

• Evaluate existing design, research new technologies and provide technical recommendations that either solve current technical problems or gaps, improve operational efficiencies, or enable the business as part of Agile product management.
• Propose best practices and provide solutions for complex issues to Program Leadership and Business Stakeholders to enhance their business operations.
• Maintain technical documentation related to the contact center solutions, utilizing knowledge management tools.
• Conduct proof of concepts for new capabilities/solutions Provides expert level support to business units specifically in the areas of Contact Center applications.
• Coordinate with vendors regarding maintenance, modification, and implementation relating to contact center applications.
• Collaborate with development teams and leadership to troubleshoot technical issues and participate in root cause analysis to identify opportunities to improve the customer engagement solution as well as monitoring and alerting.
• Develop and implement technical solutions to improve contact center solutions, utilizing cloud native technologies, chatbots, and API first architectures.
• Research, evaluate, and recommend enhancements and solutions.
• Adhere to and promote compliance to all GMF policies and procedures.
• Promote a cooperative and productive work environment.

What makes you a dream candidate?

• Proactive and solutions driven with a high level of attention to detail Advanced knowledge of CCaaS technology and applications Advanced knowledge of production processes and/or strategies as they pertain to contact center environments.
• Advanced experience with call center design, development and support including integrations and best practices.
• Knowledge of best practices in information technology governance and regulatory landscape for financial institutions.
• Knowledge of Agile Software Development Methodology and Practices.Strong analytical skills necessary for research and problem resolution.
• Ability to work in a fast paced environment and prioritize tasks, utilizing Agile methodology and DevOps principles.
• Strong security first mindset.
• Excellent oral and written communication skills relating to support and problem resolution.
• Interpersonal skills necessary to provide technical assistance and guidance to less experienced engineers.
• Work as part of a team to achieve company goals.
• Works well and develops effective relationships with diverse personalities.

Education and Experience

• 4-6 years of experience in designing, developing, deploying, and maintaining contact center solutions required
• High School Diploma or equivalent Require d Bachelor’s Degree in related field or equivalent work experience Preferred