Junior Solutions Engineer – Contact Center

Vaga não está no LinkedIn

🕒 Abril 24

🌾 Iowa – Remoto

🌾 Iowa – Remote

💵 $54.000 - $60.000 / ano

⏰ Tempo Integral

🟢 Júnior

💻 Engenheiro de Soluções

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CBE Companies

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1933

🤝 B2B

B2B • Customer Service • Human Resources

A CBE Companies é líder em soluções globais de contact center terceirizado. Fundada em 1933, a CBE foca na criação de uma cultura de excelência e engajamento, oferecendo treinamento abrangente e oportunidades de avanço na carreira em diversas áreas, incluindo Atendimento ao Cliente, TI, RH, Finanças, Gestão de Projetos e Marketing. Com mais de 1. 200 colaboradores em cinco localidades globais, a CBE se adapta às necessidades dos clientes enquanto prioriza a satisfação dos colaboradores e iniciativas de inclusão. A empresa é dedicada a causar um impacto positivo na comunidade e promover um ambiente de trabalho inovador onde a criatividade floresce.

Descrição

• Supporting the implementation, configuration, administration, and optimization of the organization’s LiveVox contact center platform • Configuring and deploying inbound, outbound, and blended campaigns within LiveVox • Building and maintaining IVR logic, routing strategies, and agent skill assignments • Supporting implementation of new lines of business, clients, or operational expansions • Assisting in UAT testing and system validation prior to production deployment • Maintaining user access controls, permissions, and security roles • Monitoring dialer performance and routing efficiency • Troubleshooting and resolving system-related issues impacting operations • Generating operational reporting and dashboards • Analyzing system configurations to improve performance, compliance, and efficiency • Ensuring system configurations align with applicable regulatory requirements

🎯 Requisitos

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Technology, or related field • 2 years of experience in contact center systems administration, solutions engineering, implementation support, technical operations within a call center environment • Exposure to CCaaS platforms (e.g., LiveVox, Five9, NICE CXOne, Genesys, TalkDesk) considered beneficial • Foundational knowledge of ACD and skills-based routing, IVR configuration, NLP & LLM agents, Dialer strategies (preview, progressive, predictive), Call center KPIs and operational metrics, HIPAA, TCPA, PII • Basic understanding of data imports, APIs, SFTP processes, SQL, Microsoft Office, and/or system integrations preferred • US Citizenship is required by the US government in order to obtain government clearance

🏖️ Benefícios

• 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