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Collins Consulting, Inc. · 3 months ago

Solutions Engineer - Contact Center

North Chicago, IL

Full-time

Onsite

Senior Level

$70/hr - $80/hr

7+ years exp

Collins Consulting, Inc. is seeking a Solutions Engineer specializing in Contact Center Technology. The role involves independently identifying, engineering, and optimizing technology solutions to meet business needs in the Contact Center space, while also improving existing processes and managing implementation projects.

ConsultingInformation TechnologyStaffing Agency

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

Contact Center systemsFive9 application integrationData warehousingCloud applications deploymentContinuous improvementTraining othersTechnical documentationCommunication skills

Required

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 highly desired

Ability to transfer system knowledge and train others

Experience developing and generating contact center reports to maximize efficiency

Experience with continuous improvement is 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)

Bachelor's degree and 7+ years' experience in Contact/Call Center Software

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's Values, Vendor Management Office, and Purchasing to further the mission, vision, and goals of the organization