Job Description

Vaco is seeking a Contact Center Engineer to support our clients growing Telephony Platform Team within their Information Technology (IT) department. Their IT team enables the service and contact center teams to effectively and efficiently support our internal and external clients.

Please note, this role is 100% onsite M-F in Cincinnati, OH (45202).
Remote work is not permitted.

A Day in the Life:
The Contact Center Engineer will support the core Contact Center applications that enable our client to deliver superior customer experience both internally and externally. This position will serve as the application subject matter expert, partnering with the business to ideate, design, implement and support core functionality as well as future innovation.

Duties and Responsibilities
Work across business and IT organization to implement and support new capabilities with a focus on CX, EX and cost savings.
Support Contact Center platform ensuring superior response to issues, questions and concerns.
Current platform includes:
* NICE CXone
* Nexidia BI (business intelligence)
* Quality Central(QC)
* Performance Management (Reporting)
* Workforce Enablement Management (Workforce Management +Mobile App)
* Feedback Manager (Surveys)
Build and maintain strong relationships across IT and Business.
Participate in systems integration needs as they arise.
Actively participate in quarterly business reviews.

Desired Competencies and Skills
* Proven experience supporting and administering omni-channel cloud Contact Center solutions (NICE cloud platform preferred).
* Experience implementing a Cloud Contact Center solution across an enterprise campus environment.
* Experience with integration methodologies, testing and implementation.
* Exceptional communication, collaboration, organization and time management skills required.
* Strong curiosity within the Contact Center space and a desire to drive meaningful modern change.
* A self-starter, able to proactively partner with IT and business partners.
Desired Skills and Experience

Cloud Contact Center, NICE, NICE CXone, Nexidia BI (business intelligence), Quality Central(QC), telephony, telephone systems, phone systems, cloud based, analyst, analysis, engineer, Nexidia, contact center, call center

Job Tags

Work visa,

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