CCaaS Analyst

A. O. Smith•Nashville, TN

12d

About The Position

Under general direction, the Contact Center as a Service (CCaaS) Analyst guides functional projects, enhancements, changes, and change control for cloud contact center solutions. The analyst helps design, test, document, and implement approved changes and enhancement requests. As part of the Customer Engagement Solutions team, the role helps optimize customer service processes and customer experience, research new technologies, and ensure delivery needed for business success. The role provides ongoing leadership for CCaaS product performance and future development within A.O. Smith’s roadmap, and serves as an authority on CCaaS solutions. It coordinates with stakeholders to determine business needs, manages integrations with CRM systems and SAP, and supports inbound, outbound, and blended contact center solutions. The analyst also evaluates products and systems, maintains supporting documentation, and collaborates on strategic vision and requirements. Support is provided for Observe AI, Clearview, and Five9.

Requirements

Bachelor’s degree in Information Technology Management or Computer Science, or equivalent experience.
At least 4 years of contact center, telephony, or unified communications-related work experience.
Experience with a CCaaS or on-premises contact center platform.
Knowledge of workforce management principles and contact center-related KPIs.
Excellent oral and written communication skills.
Intermediate-to-expert Excel knowledge.
Understanding of APIs, XML, and IVR logic.
Basic understanding of JavaScript.
Understanding of SFTP servers and data management.
Basic understanding of Postman and PowerShell.

Nice To Haves

Five9 experience.
Contact center or agent experience.
Bilingual in English and Spanish.
Intermediate Salesforce knowledge.
Experience with campaign dialing modes, list dialing modes, and list priority.
Experience in AI implementation or Smart Front Door solutions.

Responsibilities

Provide continuous leadership for CCaaS product performance and future development within the A.O. Smith roadmap.
Serve as an authority on all aspects of CCaaS solutions and maintain an understanding of the company’s strategic vision and CCaaS solution portfolio.
Coordinate with stakeholders to determine business needs and requirements.
Plan and deliver product enhancements and projects, including analysis, scoping, planning, budgeting, and execution, to achieve business objectives.
Identify customer expectations and unmet needs, and create solutions that address gaps and improve customer experience.
Functionally manage integrations between the CCaaS platform and CRM systems, as well as SAP.
Support inbound, outbound, and blended CCaaS solutions.
Evaluate and recommend products and systems to improve CCaaS platform and telecommunications reliability and productivity.
Create or review documentation for solution use, support, governance, troubleshooting, disaster recovery practices, security initiatives, and cross-training.
Collaborate with the Customer Engagement Solutions team to develop strategic vision and translate it into business requirements, functional specifications, and technical requirements.
Direct project and enhancement prioritization to align with the business roadmap and objectives.
Provide support for Observe AI, Clearview, and Five9.