Client Systems & Process Specialist

Client Integration & Solutions Engineer

Ambs Call Center, the nation's top-rated answering service provider, is seeking a technically skilled and service-driven Client Integration & Solutions Engineer. In this dynamic role, you'll play a pivotal part in delivering seamless, customized client solutions, and integrations that enhance our customers’ experience. It bridges client-facing needs with backend automation and technology infrastructure.

Join a fast-paced, collaborative team with a 24/7 commitment to helping businesses across the U.S. never miss an important call. If you're tech-savvy, customer-focused, and excited about bridging systems and service—this role is for you.

• Develop, configure, and launch new live answering service accounts in Startel Software and any other related software, following standardized processes approved by Ambs Call Center.
• Build, train, and refine client AI Agents based on customer needs.
• Collaborate with the operations and sales teams to ensure account programming aligns with customer needs and company protocols.
• Implement updates, modifications, and improvements to existing accounts, ensuring all changes are documented and communicated effectively.
• Develop and maintain internal statistical reports detailing call volumes, agent performance metrics, and other relevant operational data.
• Assist in investigating client complaints related to account configurations, analyzing root causes, and recommending process improvements for efficiency and effectiveness.
• Conduct system testing and validation post-implementation to ensure functionality and compliance with client specifications.
• Troubleshoot programming issues, working closely with Technical and Operations teams to resolve errors and inconsistencies.
• Leverage AI-powered tools (e.g., AI scripting, intelligent routing, or analytics) to optimize call flow logic, agent scripting, or reporting automation.
• Build and maintain Zapier workflows to connect Startel with third-party CRMs, help desks, or analytics tools.
• Develop custom integrations using APIs to enhance client automation and data syncing capabilities.
• Create and maintain internal knowledge base articles and client onboarding templates to streamline repeatable processes.

• Response Time:
  Acknowledge programming change requests within 1 business day.
• Quality Assurance: ≤2 monthly complaints related to onboarding/programming issues.
• System Efficiency:
  Continuously optimize account setups to improve call handling time and minimize inefficiencies.
• Documentation Compliance:
  Maintain thorough and updated documentation for all programming activities.

• Technical Proficiency:
  Experience working with APIs, JSON, and Zapier.
• Analytical
  
  Skills:
  
  Ability to interpret data and identify trends.
• Attention to Detail:
  High level of accuracy in programming accounts and troubleshooting potential issues.
• Problem-Solving Ability:
  Strong critical thinking skills to identify and resolve system-related problems efficiently.
• Communication
  
  Skills:
  
  Effective verbal and written communication for interacting with internal teams and clients.
• Time Management:
  Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• Collaboration:
  
  Works well within a team environment while also being able to work independently.
• Adaptability:
  Ability to quickly learn new systems, tools, and processes as they evolve.

• 2-3 years' work experience.
• Proven experience working independently.
• Thrives in structured environments using best practices.
• Strong problem-solving skills and a proactive mindset.
• A willingness to be flexible and available to support 24/7 operations when needed.
• Preferred:
  Experience with Startel Software, Coding experience, Proficiency with SQL queries.

In-office at Ambs Call Center's Jackson, MI or Tampa, FL locations. Collaborative, fast-paced, and improvement-oriented culture. Opportunities for professional growth and cross-functional learning.