Contact Center Engineer, Earnest

• 6+ years experience managing contact center software in a call center environment
• Proven experience in leading and developing at least one person, preferably in a contact center environment
• Strong knowledge of contact center technologies, including but not limited to Zendesk, Nice InContact CX1, Ada Chatbot, and related systems
• Experience in project management, process improvement, and technical mentoring
• Willing to travel to the office quarterly to collaborate with other Earnies

Desirable

• The Contact Center Engineer position will report to the Director, Customer Experience
• Oversee the configuration and customization of contact center software to align with business requirements and assess, select and implement contact center tools and technologies
• Engaging in close collaboration with IT, Engineering, and vendor support teams to efficiently implement new tools, upgrade existing ones, and promptly address and resolve any technical challenges that may arise
• Identifying opportunities for process automation through technology to streamline contact center workflows, improve agent efficiency, and enable customers to self-serve through self-help portals or interactive voice response (IVR) systems
• Implement process changes and automation to enhance agent productivity and customer experience
• Liaise with cross-functional stakeholders (e.g., customer support teams, IT, business units) to understand their requirements and align contact center technology accordingly
• Overseeing and optimizing our contact center technologies, ensuring seamless operations, and enhancing the overall customer support experience
• Leading and supporting technology migration projects to ensure smooth transitions to newer platforms