Apolis · 4 months ago
Contact Center Engineer
United States
Full-time
Remote
Senior Level
$0/hr - $65/hr
5+ years expApolis is a company seeking a Contact Center Engineer to identify, engineer, and optimize data and technology solutions for critical business needs in the Contact Center Space. The role involves improving existing methods, troubleshooting software solutions, and managing implementation projects while ensuring customer satisfaction.
ConsultingEnterprise ApplicationsEnterprise Resource Planning (ERP)Information TechnologyIT InfrastructureIT ManagementMobileSoftwareWeb Hosting
Responsibilities
Independently design and develop data, software, or technology solutions to answer scientific or business questions. Demonstrate proficiency across a range of technologies related to programming languages, data integration, data warehousing, and data visualization and analysis
Implement and troubleshoot the Five9 call center software solutions in a wide array of configurations and environments both remotely and nearshore/offshore
Manage day-to-day operational and tactical aspects of multiple Implementation projects
Effectively communicate plans, progress, and status to both internal and business users
Be able to articulate Design, Implementation Services through presentations, demonstrations, and open discussion with business users
Continually seek opportunities to increase customer satisfaction and deepen relationships by interacting effectively at all levels of the client organization
Develop materials in-line with business requirements and or services opportunity requirements
Provide second level Five9 app and Speech Analytics support
Qualification
Required
Bachelor's degree and 5 years' experience in Contact/Call Center Software
Experience of Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, Workforce Management and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, etc. to provide guidance, thought leadership and operational support as a highly skilled Contact Center advisor
Experience deploying contact center cloud applications, Disaster Recovery & BCP support
Prior experience with call-center reporting
Pharmacy, healthcare, or insurance provider experience
Ability to transfer system knowledge and train others
Experience developing and generating contact center reports to maximize efficiency
Experience with continuous improvement preferred
Understand the broad objectives of the project as well as his/her role in achieving those objectives and modify approach when required. Escalates open issues to ensure execution success and keeps stakeholders informed through effective verbal and written communication
Learn, understand, and master new methods and technologies, and act as a resource or mentor for others
Produces and maintains required technical documentation associated with work product
Understand and adhere to corporate standards regarding applicable Corporate and Divisional Policies, including code of conduct, safety, GxP compliance, data security, and the software development lifecycle
Experience with Five9 application integration with other software such CRM and pharmacy fulfillment systems
IP Telephony (basic networking knowledge assumed)
Preferred
Effectively organize and present project objectives and progress. Contribute to technical publications and presentations
Obtain estimates/quotes from vendors and provide as input into overall project time and cost estimates
Maintains relationships with affiliates, subsidiaries, and vendors in accordance with client Values, Vendor Management Office, and Purchasing to further the mission, vision, and goals of the organization
Company
Apolis
Apolis is a IT consultancy that offers provides ERP solutions, hosting, assessment, web and mobile, IT staffing and IT workforce solutions.
501-1000 employees
H1B Sponsorship
Apolis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (15)
2022 (15)
2021 (12)
2020 (122)
Funding
Current Stage
Late StageLeadership Team
Amar Shokeen
President/ CEO
Rita Shokeen
COO
Company data provided by crunchbase