Contact Center Implementation Specialist

Job Summary

Supporting contact center technology implementations, the full-time remote Contact Center Implementation Specialist will manage IVR system projects, troubleshoot functionality issues, and provide analytics to optimize performance.

Key responsibilities

• Oversee day-to-day IVR functionality and troubleshoot technical issues
• Coordinate with stakeholders to gather project requirements and facilitate IVR implementations
• Utilize BI and NICE CXone reports to analyze performance and identify areas for improvement

Required qualifications

• Bachelor's degree or equivalent combination of education and work experience
• 3+ years of experience in IVR and CX platform project management
• Strong technical workflow documentation skills
• Experience with business analytics tools, particularly Power BI
• Familiarity with API (Application Programming Interface) usage