ACD Engineer - Contact Call Center
Carbon Health
What You'll Do
- Administer and program Talkdesk Contact Center Dashboard
- Troubleshoot end-to-end Call Center applications including Chrome and Edge issues when interacting with Web-based applications.
- Update, build, and innovate our studio flow call routing for the entire company
- Build API data connections with our phone system with other tools such as EMR, Databases, and data scripts. Ability to develop, maintain, and troubleshoot web service API calls
- Work closely with cross-functional teams in our EMR Engineering, Projects, Clinics, and support teams. Ensure the Phone system has 99% or better uptime
- Present an Error Free Studio call routing
- Maintained and update user documents for the phone system.
- Support and troubleshoot reported issues
- Analyze platform and data for optimal performance
- Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant).
- Client-facing role and possess the ability to manage multiple stakeholders
About You
- Strong working knowledge of “Talkdesk ACD Platform” is a PLUS
- 3 to 5 Years of ACD Platform Engineering Development Support.
- At least 1 year of experience with “Talkdesk” preferred.
- Excellent communication skills in English (Read, Writing, Chat, etc).
- College degree in Computer Science, Software Development, and/or like experience.
- Coordinate and perform release planning, development, testing, and releases on multiple agencies' IVR enhancements.
- Build Call flow designs, Chat, and integration to backend systems using application program interfaces (API).
- Experience designing and implementing voice, chat, email, and SMS contact center technology.
- Gather and translate and understand technical business requirements.
- Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure.
- Coordinate and escalate any technical issues and resolutions with stakeholders.
- Act as an SME accessible by other team members to discuss and work through possible ways to achieve or design a requested IVR enhancement
Perks
- Forward-thinking, transparent, and inclusive company culture
- Competitive salary, generous paid time off, learning time off and paid holidays
- Comprehensive benefits package including medical, dental & vision Insurance with 100% of monthly premium covered for employees & 80% for dependents
- Employee referral bonus program, employee resource groups, and professional development through Udemy Business