ACD Engineer - Contact Call Center
Carbon Health
This job is no longer accepting applications
See open jobs at Carbon Health.See open jobs similar to "ACD Engineer - Contact Call Center" Homebrew.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
This job is no longer accepting applications
See open jobs at Carbon Health.See open jobs similar to "ACD Engineer - Contact Call Center" Homebrew.