Western & Southern Financial Group (W&SFG) is a Fortune 500 Financial Services company with a long history of strength and stability. We provide life and health insurance, annuities, mutual funds, and investment management products and services for millions of people through our member companies.
We are seeking a Contact Center Engineer to support the growing Telephony Platform Team within our Information Technology (IT) department. Our core IT team enables our service and contact center teams to effectively and efficiently support our internal and external clients.
A Day in the Life
The Contact Center Engineer will support the core Contact Center applications that enable W&S to deliver superior customer experience both internally and externally. This position will serve as the application subject matter expert, partnering with the business to ideate, design, implement and support core functionality as well as future innovation.
Duties and Responsibilities
Work across business and IT organization to implement and support new capabilities with a focus on CX, EX and cost savings.
Support Contact Center platform ensuring superior response to issues, questions and concerns. Current platform includes:
- NICE CXone
- Nexidia BI (business intelligence)
- Quality Central(QC)
- Performance Management (Reporting)
- Workforce Enablement Management (Workforce Management +Mobile App)
- Feedback Manager (Surveys)
Build and maintain strong relationships across IT and Business.
Participate in systems integration needs as they arise.
Actively participate in quarterly business reviews.
Desired Competencies and Skills
- Proven experience supporting and administering omni-channel cloud Contact Center solutions (NICE cloud platform preferred).
- Experience implementing a Cloud Contact Center solution across an enterprise campus environment.
- Experience with integration methodologies, testing and implementation.
- Exceptional communication, collaboration, organization and time management skills required.
- Strong curiosity within the Contact Center space and a desire to drive meaningful modern change.
- A self-starter, able to proactively partner with IT and business partners.
This is a great opportunity if you are a passionate individual who is solutions focused and looks for opportunities instead of problems; someone who’s willing to hustle, get in the weeds and will not rest until the job is done or the problem is solved. Qualified candidates will have a strong Contact Center Technology background with a desire to learn new platforms and drive innovation.
You would enjoy a very competitive benefit plan including medical, dental, prescription, vision, long term and short term disability coverage, tuition reimbursement, free fitness center, paid time off and holidays, a 401(k) plan with a company match, AND a defined benefit pension plan! We offer highly subsidized parking or bus subsidies, free breakfast and lunch in our onsite café, as well as numerous employee discounts.
Tell me about Western & Southern Financial Group
There's never been a better time to become an associate!
- Financial Strength: We're a Fortune 500 company that's been in business for over 130 years, with a capital-to-asset ratio of over 19%. We are consistently recognized for our financial stability and operating performance by ratings agencies.
- Supportive Culture: We're a fast paced professional work environment with a focus on the welfare of our associates. Over 50% of our positions are filled from within.
- Community Involvement: Western & Southern is deeply rooted in Cincinnati as one of the city’s most generous corporations with a five year total of over $50 million in donations and sponsorships throughout the Greater Cincinnati area. From the Thanksgiving Day Race, to the W&S Open, to the W&S WEBN Fireworks, we impact our communities and our citizens every day through our corporate citizenship and by regularly inviting our associates’ participation in events.
What's next?
If you are looking for a career with an organization that is a leader in the financial industry, a committed community partner, and truly understands the value of its talented workforce, apply today!
To see the job posting on our careersite, please visit: https://careers-westernsouthern.icims.com/jobs/21551/technical-analyst-%28contact-center-engineer%29/job
