Contact Center Engineer

Description

Position Summary:

The Senior CCaaS engineer at The Aspen Group (TAG) is responsible for the technical management and hands-on support of the organization’s CCaaS platform and related integrated applications across more than 1,400 locations, including corporate offices, field offices, and data centers for Aspen Dental, Well Now, Chapter Aesthetics, AZ Pet Vet, and Clear Choice. This role focuses on the requirement gathering, design, development, and maintenance of CCaaS call flows supporting both external and internal callers.

Additionally, the Senior CCaaS Engineer will support AI telephony solutions, ensuring seamless, efficient communication systems that align with business objectives, leveraging Ring Central solutions for Contact Center as a Service (CCAAS) and Unified Communications as a Service (UCAAS).

Key Responsibilities:

Telecommunication Management:
Participate as a member of a CCaaS team supporting business needs Configure the TAG Nice platform to deliver business objective, including creation, modification and development of scripts to support IVR functions. Implement system integration and API connections to achieve business objectives and operational efficiencies. Engineer solutions to critical business problems Represent the Telecomm Team to business stakeholders during both project and BAU work.

Develop, receive and confirm CCaaS needs and expectations in writing Translate needs and expectations into action plans, including cost estimates and timelines Develop signed off call flows via Nice Administration (scripting) and vendor engagement Work with third party vendors on aligning needs and defining integration needs to internal and external applications Design and develop automation solutions to enhance the TAG contact Center environment Maintain all required documentation, including licensing and capacity management Participate in after hours work as needed Act as a backup to peers Highly accountable to oneself, to team members, and to clients.

Other duties as assigned Strategic Contribution:
Assist in developing and executing contact center strategies that align with organizational goals and business operations. Stay current with industry trends and emerging technologies, such as IVR and AI, to enhance telecom capabilities and efficiency. Manage Licensing to optimize TAG’s investment Identify, and automate or operationalize routine needs to the TAG Service Desk Vendor and Budget

Collaboration:

Collaborate with vendors to support the implementation and troubleshooting of telecom systems. Assist with telecom budgeting, ensuring cost-effective solutions and resource optimization. Security and Compliance:
Ensure that telecom systems, including IVR and AI solutions, adhere to industry security standards and regulatory requirements. Implement technical measures to protect telecom infrastructure from threats and ensure data integrity. Project Management:
Support telecom projects involving IVR and AI solutions, ensuring successful delivery within scope, time, and budget. Collaborate with internal teams to define project objectives and technical deliverables. Continuous Improvement:
Identify opportunities for optimizing telecom processes and implementing technology enhancements. Promote innovation and automation to improve telecom system performance and efficiency.

Skills

Telephony, Nice CXone, ivr, call center, call center reporting, office 365

Top Skills Details

Telephony,Nice CXone,ivr,call center,call center reporting

Additional Skills & Qualifications

Preferred Skills/Attributes:
Energetic, results driven, and positive attitude High desire/motivation. High O365 ability Independent
- Ability to drive initiatives with low oversight, self-managing. Highly collaborative Critical thinker Assertive work ethic Ability to communicate effectively with non-technical stakeholders and translate business needs into technical requirements Highly organized, and able to keep up in a fast-paced environment Ability to multi-task as needed, and mono-task where appropriate Self-accountable Experience with ITIL or other IT service management frameworks. Experience in a similar engineering role…