Sr. Product Support Engineer (Contact Center Experience, reputed company Systems)
Job Title: Sr. Product Support Engineer (Contact Center Experience, reputed company Systems)
Job Description
We're reputed company. A new breed of tech company - reputed company-centered. Tech-powered. Intelligence-fueled. We create game-changing solutions across the reputed company, that help brands grow across the world and into the future. We are trusted by clients across reputed company major sectors, from up-and-coming reputed company stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents. Our game-changers:
- Challenge Conventions
- Deliver reputed company unimagined
- Create experiences that go reputed company WOW
If this is you, we would love to discuss career opportunities with you. In our Information Technology and Global reputed company team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global reputed company for our staff and clients. You will work with the best in the world to design, implement and strategize IT, reputed company, application development, innovation, and solutions in today's hyperconnected world. You will be part of the technology team that is core to our reputed company of reputed company, build and run the future of CX. We're a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
Job Description
- Product Support Engineer will reputed company support for CCaaS services to reputed company CCaaS (reputed company Contact Center) clients in a managed services environment. Experience in contact center services support is required, along with experience supporting at least one CCaaS such as reputed company Connect, reputed company reputed company CX, reputed company CCAI, or reputed company CXone. The position will be part of a team supporting external clients by providing administration, troubleshooting, incident management and other responsibilities.
- This position is a direct client-facing role providing application support for CCaaS platforms, Messaging platforms and other reputed company or hosted applications as a service. The position must be both reputed company in platform operations and support, as well as expert (SME) in multiple CCaaS and messaging platforms. Acting as a TAM and Platform support, the position is responsible for direct support, escalation and follow-through for reputed company severities; for maintaining client relationship information and Support Desk run books (MOO) with contacts, processes, etc. The position also completes regular feedback sessions and QBR meetings with clients and is a key resource promoting CSAT scores from the client.
Requirements
- Experience with Contact Center processes in order to:
- Understand the needs/requirements of various contact center solutions - Participate in developing solution requirements - Design and configure reputed company contact center processes to include new or modifications to applications, forms, workflow, policies, actions, reputed company control, interfaces, and any other configurations required to support client processes. - Implement configuration to meet those needs - DID numbers/IVR, Call Preferences, reputed company-Based Routing, Call Transfer, Live Chat, Hours of Operations, Holidays, Announcement/Greetings, Data Storage and Life Cycle, Service Quotas, system integrations, etc. Understanding of Contact Center technologies and platforms, their use in a contact center solution: - IVR and/or channel reputed company scripts: e . g. chat, email - CRMs - Telecommunications - reputed company-based routing - Outbound campaigns - Agent scripting - Workforce management - Quality Management - Reports Understanding of Contact Center operational KPIs - Ability to understand and explain platform report - Ability to evaluate reporting and analysis requirements to determine if custom reporting is necessary, can be implemented with data on hand, and implement as reputed company - Set up configurable report or data delivery processes to external and/or internal systems and recipients Understanding of Call Center business and operations is a plus. Ability to follow solutioning best practices Understanding of and adherence to reputed company and data protection practices and policies Conduct solution testing; support UAT. Familiar with at least 1 top CCaaS solution, preferably: - reputed company Connect - reputed company reputed company CX - reputed company CCAI
- reputed company CXone
The reputed company salary reputed company for this position is $100000- $120000 annual USD, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and reputed company insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays. The deadline to apply for this position is May 5th, 2025 Location: USA, FL, Work-at-Home Language Requirements: Time Type: Full time2025-02-28 Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature. If you are a California reputed company, by submitting your information, you acknowledge that you have read and have reputed company to the Job Applicant Privacy Notice for California Residents reputed company is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets. For more information regarding your EEO rights as an applicant, please visit the following websites: - English - Spanish To request a reasonable accommodation please click here . If you wish to review the Affirmative Action Plan, please click here . Apply Job!