Omnichannel Contact Center Architect

NewRez LLC; Coppell (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with employer match

Paid parental leave

Job summary

Newrez LLC is seeking a Contact Center Administrator in Coppell, TX to oversee RingCentral and omnichannel operations. You will analyze, troubleshoot, and optimize outbound/inbound dialing, IVR, and ACD processes across multiple platforms.

Responsibilities include developing cross-functional workflows, ensuring production readiness, and driving KPI-based optimizations. A background in mortgage collections and Salesforce experience is preferred.

Qualifications

• Experience implementing omni-channel strategies for outbound contact to include IVR, SMS, Email and Chatbot.
• Experience in Contact Center Studio, Salesforce, MAXagent script development, deployment, and troubleshooting.
• 5+ years of experience in a contact center environment; mortgage collections and customer service preferred.
• 3+ year previous experience in a dialer administration/analyst/development role.
• 1+ years of experience with Microsoft SQL Server and ability to write basic SQL statements.
• Experience with Ring Central Contact Center platform and some working knowledge of cloud-based platforms.

Responsibilities

• Support development of the RingCentral platform as a SME for inbound/outbound, Omnichannel strategies.
• Develop a new daily download process for list management and load balancing from various CRM systems based on defined strategies to include an omnichannel strategy analytics.
• Establish a working relationship with internal and external business partners to resolve critical enhancements, performance and downtime issues impacting the contact center.
• Develop an expertise in the function and capabilities in multiple contact center systems.
• Ensure system readiness each day of production reducing outages or delays to business processes.
• Optimize outbound campaign technology attributes to ensure company and regulatory compliance.
• Regular analysis of campaign results and call center KPI’s to create optimization of existing strategies using the RingCentral platform.
• Support business growth with technology and strategy improvements in conjunction with company goals.
• Monitor controls to ensure FDCPA and state calling compliance, TCPA, state and federal regulatory guidelines.
• While working with internal audit and compliance teams when required.
• Optimize call flows, ensuring adherence to defined company KPI’s for both Customer Service and Collections.
• Schedule flexibility, especially during the launch of new projects or the deployment of new software updates to the organization.
• Develop an expertise in Salesforce to create and establish improved agent experience opportunities with RingCentral Omnichannel customer communication.

Skills

RingCentral

Omnichannel

IVR scripting

NICE InContact

Salesforce

SQL basics

KPI analysis

Excel

Compliance

Education

Bachelor's degree

Tools

Microsoft SQL Server

RingCentral Contact Center

Job description

Newrez LLC is seeking a Contact Center Administrator in Coppell, TX to oversee RingCentral and omnichannel operations. You will analyze, troubleshoot, and optimize outbound/inbound dialing, IVR, and ACD processes across multiple platforms.

Responsibilities include developing cross-functional workflows, ensuring production readiness, and driving KPI-based optimizations. A background in mortgage collections and Salesforce experience is preferred.