Contact Center Support Engineer - CCaaS

NAVA Software solution is looking for Contact Center Support Engineer

Details:

Telecom Specialist/Admin - CCaaS experience (required - Five9 and Salesforce & nice to have -Amazon Connect)

Location: Houston TX- Hybrid

Duration: 12 months

We're in search of a Contact Center Support Engineer, to support the growing adoption of our CCaaS Solutions. The ideal candidate will have direct experience working in a Help Desk, demonstrate a mastery of the OSI model for diagnosing and resolving unexpected behaviors in a networked environment, have direct experience with CCaaS technologies like OpenCTI, SIP, WebRTC, etc , and be able to communicate well verbally and in writing. This person will be responsible for escalations from the Help Desk and participate in routine change management work streams as a CCaaS System Administrator. This role will have the opportunity to have an immediate and long lasting impact on fundamental CCaaS processes including onboarding, asset management, knowledge management; and will provide an outstanding experience for our end users.

Essential Job Functions

• All duties associated with a typical HelpDesk representative.
• Directly support end-users with troubleshooting Voice Quality, Contact Deliverability, Hardware and Software Configuration, Network Stability, Browser Configuration and Cache, and escalation.
• Knowledge steward for CCaaS related items, aiming to drive higher FCR and minimize SLA, or enable Self-service for CCaaS-related incidents.
• Manage, progress, and report on a backlog of Problems and Incidents
• Support Root-Cause Analysis exercises and recommend possible resolution pathways
• Advocate for HelpDesk training, information and knowledge needs as part of deployments
• Support automation of routine activities
• Prepare and escalate problems with internal teams or vendors
• Perform Administrative duties in the CCaaS platform, related to the ongoing operation and change management, as assigned
• Serve as Application Administration SME for CCaaS Salesforce integration
• Report Help Desk performance for CCaaS related Incidents

Education/Experience

• 2 years experience working in a Help Desk environment
• 2 years experience supporting a Contact Center as a Service solution such as Five9, Amazon Connect, inContact, RingCentral, etc
• Direct experience with phone number asset management processes strongly preferred.
• Strong written and verbal communication skills
• Strong Time Management Skills

Preferred Qualifications

• Certification or Administrator Training on a CCaaS Solution
• Certification or training on endpoint and environmental network diagnostics and troubleshooting (CCNA, Network )
• Certification or training related to Salesforce CRM and OpenCTI applications

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