Applications & Telecommunications Engineer III - Englewood, CO at WOW!

Date Posted: 1/10/2023

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Englewood, CO
  • Experience:
    Not Specified
  • Date Posted:
    1/10/2023
  • Job ID:
    REQ-2022-2637

Job Description

For remote positions, employees can sit in one of the following states:  AL, AZ, CO, FL, GA, IL, IN, KY, MI, OH, SC, TN and TX.  Please only apply if you are able to live and work full-time in one of the states listed above; your application will not be considered or reviewed if you live outside of these states. State locations and specifics are subject to change as our hiring requirements shift.


The Applications and Telecom Engineer III provides support for Contact Center applications and supporting infrastructure.  This position supports the planning, installation, management, modification, and maintenance of all Contact Center telecommunication applications.


Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Responsible for development, configuration and support of the InContact platform in support of all contact centers including Sales and Care representatives, Resource Management, Analytics, and all other contact center functions

  • Creates new flows and customer interaction models in the InContact Studio platform (call, chat, email, or other channel flows), and leverages API connections to other systems to drive decisions and influence paths through decision trees

  • Implements best practices to drive customer delight and efficient contact flows

  • Gathers and analyzes data and partners with business stakeholders to leverage the platform fully including telephone, chat, chatbot, email, analytics, SMS, etc. as decisions are made to implement new capabilities.

  • Assists in gathering data and defining user requirements for the planning of new contact center locations

  • Utilizes the InContact reporting systems (Inview, Central, or others) to create custom reports for internal customers and partner with other analytics teams to combine contact data to drive effective decision making

  • Partners with the networking team and end user technologies to design and develop appropriate circuit and software solutions to improve contact center latency and end to end connections

  • Provides technical support for the creation, maintenance or modification of telecommunications computer applications

  • Supports Screen and Contact recording including playback

  • Create and maintain technical documentation related to IVR development and InContact software usage instruction and call flows.

  • Implements best practices to optimize IVR and contact center automation and call flow.

  • Analyzes, evaluates and modifies telecommunications systems to improve efficiencies and reduce cost and risk

  • Assists with financial management of contact center tools in support of budgeting and forecasting

  • Included in the “on-call” rotation for after-hours support

  • Maintains customer rapport by listening to and resolving concerns, answering questions, and completing trouble tickets within the required SLA’s.

  • Other duties as assigned 


Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education

  • Associates or Bachelor’s Degree (or IT/IS Technical Degree) required or an equivalent combination of both education and experience


Experience/ Skills Needed:

  • 5-8 years experience in IVR programming and configuration preferred, 3-6 years required

  • 1- 2 years coding in Javascriptor similar programming languages

  • Experience with InContact Studio, Central, Echo, InView, QM and WFM applications preferred

  • Understanding of contact center routing and configurations preferred

  • Experience leveraging APIs as a part of logic and call flow including error condition handling

  • Google API and cloud integration experience preferred

  • Experience with administering voicemail and contact center auto-attendant applications preferred

  • Understanding of computer technology, IP networking, and basic server administration strongly preferred.

  • Experience with database and data retrieval technologies

  • Experience in Cable/Telecom is preferred

  • Must possess strong analytical and problem-solving skills. 

  • Must possess both excellent communication and customer service skills, for use both internal and external to the company.


Computer Skills:

  • Must possess excellent computer skills, including MS Word, Excel, PowerPoint and G-Suite applications


Wondering if you should apply?  Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification.  At WOW! we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but don’t check every box in the qualifications section, we encourage you to apply anyway.  You may be just the right candidate for this or other roles.


Physical Demands/Working Conditions:


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

  • Must be able to travel for business purposes on an occasional basis.

  • Regularly required to talk and hear.

  • Required to use hands to type, handle objects and paperwork.

  • Required to use close vision and be able to focus. 


WOW! offers a generous benefits package including:

  • Medical, dental, and vision insurance

  • 401k with a company match

  • Paid time off and paid holidays

  • Tuition reimbursement

  • RSU Stock Grant


The minimum base pay salary for this position is $77,500. Salary may be negotiable based on experience. The minimum salary does not include any other pay elements in which this position may be eligible.

#LI-Remote

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran