CCaaS Analyst

A. O. Smith Corporation•Nashville, TN

13d•Hybrid

About The Position

Under general direction, the Contact Center as a Service (CCaaS) Analyst guides functional projects, enhancements, changes, and change control for A.O. Smith’s cloud contact center solutions. The role helps design, test, document, and implement approved changes and enhancement requests. As part of the Customer Engagement Solutions team, the analyst helps optimize customer service processes and customer experience, researches new technologies, and ensures delivery needed to achieve business success. The analyst provides leadership for CCaaS product performance and future development within the A.O. Smith roadmap, serves as an authority on CCaaS solutions, and supports Observe AI, Clearview, and Five9. The position coordinates with stakeholders to identify business needs, manages integrations with CRM systems and SAP, and evaluates products and systems to improve the CCaaS platform and related telecommunications reliability and productivity. The company offers a competitive compensation package and comprehensive benefits.

Requirements

Bachelor’s degree in Information Technology Management or Computer Science, or equivalent experience.
Minimum of 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 level in Excel.
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 preferred.
Contact center or agent experience preferred.
Bilingual in English and Spanish preferred.
Intermediate knowledge of Salesforce preferred.
Knowledge of campaign dialing modes, list dialing modes, and list priority is a plus.
Experience in AI implementation or Smart Front Door Solution preferred.

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 understanding of the company’s strategic vision and CCaaS solution portfolio.
Coordinate with stakeholders to determine business needs or requirements.
Analyze, scope, plan, budget, and execute product enhancements and projects to achieve business objectives.
Identify customer expectations and unmet needs, and create solutions that address gaps and enhance 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 the CCaaS platform and related telecommunications reliability and productivity.
Create or review documentation for 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 prioritization of projects and enhancements to align with the business roadmap and objectives.
Provide support for Observe AI, Clearview, and Five9.