Contact Center Implementation Specialist

SKYGEN•United States,

8h•$76,171 - $114,257•Remote

About The Position

This is a highly technical, project-based role supporting contact center technology implementations, enhancements, and ongoing optimization within a contact center environment. The role requires strong analytical and problem-solving skills, and involves regular work with IVR systems, BI/reporting tools, APIs, and workflow documentation tools. Collaboration with IT, developers, telecom, and leadership teams is critical.

Requirements

3+ years of experience working with IVR systems, CX platforms (NICE CXone preferred), and project-based work involving telephony or contact center technology.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Excellent independent problem-solving skills to allow for the correct diagnosis of a problem along with potential solutions for resolution.
Ability to think analytically and make effective decisions quickly.
Ability to effectively listen and respond to internal and external customers’ needs.
Ability to ask critical questions to assess needs and requirements.
Ability to successfully meet timelines for project plans and manage time effectively.
Strong technical workflow documentation ability.
Ability to utilize resources to solve problems independently.
Ability to build and maintain work relationships and contacts needed to effectively address issues and obstacles.
Ability to make appropriate decisions when faced with conflicting deadlines or needs.
Advanced user in MS Office products (i.e., Excel, Visio or Lucidchart, PowerPoint).
Experience using business analytics tools such as Power BI.
Working knowledge of API (Application Programming Interface).
Ability to analyze statistical data.

Nice To Haves

NICE CXone experience preferred but not required.
Prior knowledge working in health or dental insurance environment.

Responsibilities

Responsible for Contact Center new client/market IVR (interactive voice response) technology implementations, capturing project requirements and tracking of efforts.
Ensure day to day functionality is working as designed, trouble-shoot issues and respond to a variety of internal and external inquiries.
Utilize BI and NICE CXone reports to run analytics with an emphasis on identification of opportunities to optimize the IVR platform.
Provide reports to management on IVR utilization.
Primary resource for managing department testing of various CXone platform tools.
Managing day-to-day IVR functionality.
Handling any troubleshooting for technical issue reports that come out regarding the IVR, NICE systems, etc.
Take initiative to start using SD+ to track all IVR related issues and manage these cases in that platform.
Co-host weekly NICE meetings with the Call Center Leadership team, keeping them up to date on project updates, and gathering requirements needed for different projects, such as IVR implementations.
Maintaining documentation for the IVR, such as call flows by client, ensuring all IVR prompt recordings are organized, etc.
Act as the liaison between SKYGEN and external clients to facilitate discussions on IVR build information during new implementations including requirements gathering.
Enter requirements details into the Workflow Variables Module that would set up the IVR for new clients.
Make changes in Workflow Variables Module as necessary for existing IVR set-ups to ensure we are meeting client requests and compliance requirements.
Primary resource to test all new IVR flows (i.e., for new features, API’s etc.) in development prior to changes being deployed into production. This includes development of test scenarios, maintenance of test plans, providing appropriate feedback, documenting test results and developing respective documentation.
Coordinate with IT, the Telecommunication’s Administrator and Internal Developers on all IVR and telecomm related projects.
Utilize BI and NICE CXone reports to run analytics with an emphasis on trending and identifying areas of improvement to increase IVR self-service utilization.
Maintaining IVR reporting to ensure all information is being captured.
Sending out frequent updates to leadership teams regarding containment rates, agent opt-outs, and other metrics deemed necessary for IVR monitoring.
Completing audits of the IVR reporting through test calls into the production environment to ensure accurate reporting and advising of any gaps we see that need to be fixed. This would include Client related audits (i.e., Molina MS).
Maintaining day-to-day items needed in the platform (i.e., Gamification adjustments, accuracy of dashboard metrics, etc.).
Assist supervisors in creating games, running campaigns around the games to ensure agent engagement.
Investigate Rules Engine and how we can use this as an organization to reward performance based on agent rate and rank (potentially even supervisors as well).
Assisting in any projects requiring documentation, notes, follow up, etc.
Assisting in any solutions building, when needed.