Contact Center Solution Engineer

Cbe Companies • Columbia, MO

299d • $53,000 - $65,000 • Remote

About The Position

CBE Companies, a global provider of contact center services, has an immediate need for an Contact Center Solution Engineer and we would LOVE to connect with you about this exciting career opportunity! As a result of exceptional performance and growth in our industry, we are looking for the “Best-of-the-Best” to join our winning team and support both recent and future growth! Why would CBE be a good fit for you? With over 1200 employees currently, CBE has been providing quality jobs throughout the US for 90 years—and we're still going strong because we offer employees: Excellent benefits package; medical, dental, and vision coverages, 401K retirement plan with company match, tuition reimbursement, paid time off, amongst many other perks! Ongoing training & support! Career culture with many opportunities for advancement! Come work for Training magazine Top 100 award winner! Also recently recognized for the second year in a row as a Top Workplace in the USA, CBE is committed to “doing the right thing”; we invest in you from the date of hire and throughout your career, allowing CBE to develop a successful workforce ready to solve problems for our clients. We pride ourselves on a diverse and inclusive corporate culture with a strong track record of success—and we're looking for people who value opportunity, challenge, innovation, results, and FUN! Invest in your future with a company that will invest in YOU!

Requirements

• Bachelor's degree (B.A./B.S.) preferred or equivalent from four-year college or technical school in Computer Science, MIS, or CIS, Statistics, Mathematics, Economics, Finance, Accounting, or related field (will consider 3 years of experience in Contact Center Administration in lieu of Bachelor's degree).
• 1 to 3 years of experience administering a predictive dialer, IVR, or Phone System preferred.
• 1 to 3 years of analysis (statistical, business, data, operational, or financial) experience preferred.
• Must be able to obtain government clearance after hire. US Citizenship is required by the US government in order to obtain government clearance.
• Knowledgeable with importing data for use in report software, spreadsheets, graphs, and flow charts.
• Familiar with Collection industry regulations and compliance.
• Knowledge and experience with report writing tools, particularly SQL Server, SAS, SSRS, and Crystal Reports.
• Ability to understand and interpret statistical and business modeling.
• Good written, oral and collaboration skills.

Responsibilities

• Design and build efficient and effective inbound/outbound contact strategies to reach Consumers.
• Ensure the Contact Center system is operating at peak efficiency, interpret data, and advise leadership of any issues impacting performance.
• Provide reports for campaign results and compliance requirements as well as developing forecasts based on analysis of past results and trends.
• Provide recommendations and process improvements to comply with regulations.
• Analyze and promote systems efficiency, effectiveness, and stability through the creation of lists, campaigns, and schedules.
• Monitor agent statistics and overall system for efficiency including statistics from after call work, wait times, connects, aborts, hang-ups, cost analysis, and time zone distribution.
• Monitor and report dialer performance adherence to Service Levels and internal, State, and Federal regulations.
• Provide logical comparisons between different dialer groups regarding multiple dialer statistics to promote improvement opportunities and benchmarks.
• Adjust dialing parameters and modify list scheduler based on data and operational requests and feedback.
• Develop, implement, and maintain standards and procedures related to dialer activity and processes.
• Recognize opportunities, frame solutions, and develop implementation plans to enhance strategies and create dialing efficiencies.
• Proactively recommend corrective actions such as staffing or line capacity shortfalls.
• Work closely with operations staff to assist with strategy, features and functionality of the Dialer, IVR, ACD, and related contact center systems.
• Review current and future contact center trends; proactively learn new emerging technologies.
• Develop and maintain SOP's and documentation for area of responsibility.
• Document system problems and resolutions for future reference.
• Implement information security policies and procedures for the organization.
• Complete help tickets regarding strategic list scheduler changes, list builds, campaign maintenance, and other system changes.
• Train new hires to the team.
• Participate in other teams, projects and task forces as may be required.

Benefits

• Excellent benefits package; medical, dental, and vision coverages.
• 401K retirement plan with company match.
• Tuition reimbursement.
• Paid time off.
• Ongoing training & support.
• Career culture with many opportunities for advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree