*contact center support engineer*
are you passionate about the chance to bring your experience to a world-class company that is market-leading or both content and technology?
if yes, we're looking for you.
join our team!
the *contact center support engineer,*will provide input to records, quality systems and management reports as required, contributes to the definition and implementation of improved operability on new and current systems, uses innovative methods including the redesign of process and providing technical solutions to reduce the volume and mean time to recover incidents in assigned business unit, identifies risks & issues and takes ownership to deliver appropriate resolutions.
provides technical expertise for root cause analysis and problem management.
*about the role*:
in this opportunity as *contact center support engineer*, you will:
- produces, delivers, and maintains appropriate documentation for systems in accordance document control standards and procedures.
- provides detailed implementation/project plans across multiple, complex work streams according to agreed standards and ensures project processes and timelines are understood and followed.
- works and cooperates with internal and external groups when required in order to fully support environments and maintain service.
- adheres to change management procedures in defining, planning and implementing change in such a way that ensures appropriate coordination with other teams, minimizes service disruption, and ensures adherence to service level agreements.
- improves change management processes and procedures to ensure the most efficient processing of change within appropriate service risk constraints.
- provides specialist support during complex and/or major incidents.
- may be asked to lead recovery efforts during major incidents within business unit.
- deputize for the team manager as required.
- contributes to or author technical documentation such complex changes instructions.
- reviews, and updates as appropriate, operations procedures, standards, and technical policies.
- may be asked to assist with production of white papers on technical r&d projects
- stays abreast of recent developments in related technical community, including new technology and business news that may impact vendors' ability to provide service.
- responsible to seek out all information and to fully understand all aspects of each technology's configuration and uses all approved engineering tools available to implement conforming change.
- leads the analysis and design of complex solutions and requirements definition, including translating technical and business requirements into physical installations, costing design elements, and obtaining agreement to proposed solutions.
- reviews and coordinates the implementation of proposed modifications, and changes to the production environment.
- provides direction into standards and procedures for monitoring, capacity planning, tuning, maintenance, performance optimization, backups and recovery; ensures infrastructure will meet capacity requirements to deliver projects on time.
- documents and maintains all applicable configuration standards.
- fully familiarizes self with all aspects of the developed environment, including call flows, data tables, and integrations.
- recognizes design problems and errors and takes corrective action from a design perspective on the environment.
interfaces with product and delivery teams on system design enhancements and the elimination of intermittent hardware/software problems.
*about you*:
you're a fit for the role of contact center support engineer if your background includes:
- knowledge & skill
experienced professional with in-depth knowledge of contact center operations including acd, ivr, omni-channel routing, queues, skills, call recording, and reporting
experience in the implementation and use of api and web service-based integrations
know how to develop technical ideas into automated workflows
strong understanding of other roles within the function or business unit and how they are connected
knowledge of relationships between all relevant groups within the company
adapts traditional approaches to solutions and applies in different circumstances
demonstrates mastery of a specific discipline across a range of related issues
- scope of impact
leads routine projects with manageable risks and resource requirements
provides input to department objectives and goals of a sub-business unit or function
may manage budgets for small projects or programs
advises middle management on functional matters, or on interpretation of policies and practices
may train or mentor professional colleagues
- strategic planning & decision making
makes recommendations that may shape operational strategy
determines the nature of complex or undefined problems; independently identifies the best solution from many alternatives
determines the nature of complex or undefined pro