Position Summary
The Customer Experience Systems Engineer is responsible for implementing contact center solutions, including the design, testing, and deployment of call flows, IVRs, IVAs, click-to-call, chat, order entry automation, and automated return processing. This role requires a passion for Contact Center Cloud technologies, focusing on engineering omni-channel solutions like voice, chat, SMS, chatbots, and AI platforms. It also includes business analytics reporting, utilizing tools such as SQL, Power BI, and Salesforce.com.
Position Responsibilities
• Design, evaluate, and deploy contact center solutions including IVRs, IVAs, click-to-call, chat, and automated processes for order entry and returns.
• Engineer and implement omni-channel contact center solutions integrating voice, chat, SMS, chatbots, and AI platforms.
• Monitor and report on performance, using tools like SQL and Power BI to develop actionable insights and drive continuous improvement.
• Collaborate with cross-functional teams to develop and optimize call flows and customer interaction channels.
• Oversee the deployment of automation tools to streamline customer service operations and enhance efficiency.
• Ensure seamless integration of contact center technologies with existing business systems such as ERP system, Salesforce.com.
• Participate in Service Level Monitoring, System Monitoring, Root Cause Analysis, and continuous improvement efforts.
• Create and support advanced automation with the goal of dramatically increasing self-service, reducing customer friction, and driving efficiency and effectiveness.
• Produces professionally written technical documentation and demonstrates excellent verbal skills as needed for interacting and communicating with agents, management, and skilled technical resources.
• Focus on customer success and customer experience during troubleshooting and resolution.
• Administration/Tracking of Users and Licensing
• Stay up to date with the latest trends and advancements in Contact Center Cloud technologies, incorporating new capabilities as needed.
Education:
• Bachelor’s degree in engineering, or a related field, or equivalent professional experience
Experience:
• 5+ years of experience with Contact Center Cloud technologies (IVR, IVA, AI, chatbots, omni-channel platforms).
• 3+ years of experience developing business analytics and reporting tools, preferably in an Inside Sales contact center environment, with expertise in SQL, Power BI, and Salesforce.com.
Tools & Platforms:
• Proficiency in Contact Center Cloud technologies (IVR, IVA, AI, chatbots, omni-channel platforms), SQL, Power BI, and Salesforce.com.
Key Skills:
• Recommend and implement advanced campaign / IVR structure to meet expected customer experiences.
• Excellent critical thinking skills and the ability to manage multiple projects simultaneously.
• Effective communication skills with the ability to collaborate with both technical and non-technical teams.
