Contact Center Implementation Specialist

Dialogue • Hattiesburg, MS

9h

About The Position

The Dialogue Contact Center Implementation Specialist will guide new customers from the point of sale to a successful launch, ensuring a seamless, best-in-class experience from day one. In this role you will manage the setup, configuration, and deployment of customer service software and communication hardware. You will bridge the gap between technical teams and business operations to launch cloud platforms (CCaaS), interactive voice response (IVR) systems, and CRM integrations smoothly.

Requirements

• Familiarity with CCaaS platforms (like ZOOM, NICE CXone, Five9, or Dialpad), CRM databases (like Salesforce, WelcomeHome, Yardi, and Aline) and VoIP systems
• Strong organizational skills to manage tasks, deadlines, and multiple stakeholders.
• Ability to identify technical blockers and fix workflow or routing issues.
• Clear verbal and written skills to translate technical setups for non-technical users.

Nice To Haves

• Energetic, empathetic, and driven to help clients achieve their goals.
• A fast, lifelong learner who loves finding creative solutions and driving to a "Yes."
• Organizational skills to manage multiple clients and deadlines without missing a detail.
• Exceptional listening, conversational, and presentation skills.

Responsibilities

• Set up call routing logic, AI chatbots, user permissions, and IVR menus.
• Lead the onboarding journey from sales handoff to launch, configuring services to meet client needs.
• Connect contact center software with CRMs and third-party business tools.
• Build timelines, track project milestones, and guide clients from post-sale to go-live.
• Run system audits, troubleshoot technical glitches, and ensure high call quality.
• Prepare clients and contact center team to use the new technology efficiently before launch. Conduct engaging live training sessions and create helpful resources (video tutorials, guides).
• Partner with Sales, Product, and Vendors to resolve challenges, track CSAT scores, and continuously improve the onboarding lifecycle.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed