Omnichannel Contact Center Platform Lead

Newrez LLC; Coppell (TX); Sur place; USD 55 000 - 90 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental insurance

Vision insurance

HSA

401(k) match

Paid time off

Adoption assistance

Tuition reimbursement

Mortgage loan program

Emergency fund

Résumé du poste

Newrez LLC is seeking a Contact Center Administrator to manage RingCentral Omnichannel solutions and IVR scripting for a high-volume center. You will integrate Salesforce and MAXagent workflows, analyze campaign results, and ensure compliance with FDCPA and TCPA regulations.

The role requires experience across outbound and inbound channels, dashboarding, and a strong focus on performance, efficiency, and customer experience across multiple platforms.

Qualifications

• 5+ years of experience in a contact center environment; mortgage collections and customer service preferred.
• Experience implementing omni-channel strategies for outbound contact including IVR, SMS, Email and Chatbot.
• 3+ years in a dialer administration/analyst/development role.
• 1+ years of experience with Microsoft SQL Server and ability to write basic SQL statements.

Responsabilités

• 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 with omnichannel analytics.
• Establish partnerships to resolve enhancements, performance and downtime issues impacting the contact center.
• Develop expertise in multiple contact center systems and ensure daily production readiness.

Connaissances

Omnichannel strategies

RingCentral

Salesforce

SQL

KPI metrics

FDCPA compliance

TCPA compliance

Data analysis

MS Excel

Project management

Formation

Bachelor's degree preferred

Outils

RingCentral

MAXagent

Salesforce

SQL Server

Description du poste

Newrez LLC is seeking a Contact Center Administrator to manage RingCentral Omnichannel solutions and IVR scripting for a high-volume center. You will integrate Salesforce and MAXagent workflows, analyze campaign results, and ensure compliance with FDCPA and TCPA regulations.

The role requires experience across outbound and inbound channels, dashboarding, and a strong focus on performance, efficiency, and customer experience across multiple platforms.