InContact Engineer III in Englewood, CO at WOW!

Date Posted: 7/31/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Englewood, CO
  • Experience:
    Not Specified
  • Date Posted:
    7/31/2020
  • Job ID:
    REQ-2020-625

Job Description

The Applications and Telecommunications Engineer 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

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer

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