What are the responsibilities and job description for the Contact Center Solutions Engineer position at Saia?
Ready To Go Further?
Saia is a different kind of logistics and transportation company. We do things the right way. You'll see it in our commitment to our people, customers, and community. You'll feel it in the support you get on day one - from leadership and from your team. A job with Saia is packed with opportunity - from learning new skills and advancing to competitive compensation and great benefits. It's all here and it's exactly what going further is all about.
Position Summary
Partners with cross-functional teams to design and implement comprehensive contact center solutions, including interactive voice response systems, automated call distribution, and omnichannel communication platforms. Leads troubleshooting efforts, conducts detailed performance analysis, and ensures smooth integration with customer relationship management systems and other business tools.
Major Tasks and Responsibilities
- Serves as a subject matter expert on contact center technologies, offering strategic guidance and technical expertise.
- Designs, implements, and maintains contact flows, ensuring seamless integration with third-party applications such as customer relationship management, workforce tools, quality systems, and cloud-based technologies.
- Leads the adoption of innovative technologies to strengthen the competitive position of the organization by managing projects through all phases.
- Develops documentation and delivers telephony application projects within established timelines and budgets.
- Builds and maintains expertise in telecommunication systems and data integration processes.
- Delivers ongoing support for contact center operations to ensure continuity and minimize disruptions during incidents, system updates, or changes.
Preferred Qualifications
Benefits
At Saia, your success is our success! That's why we work hard to provide you with what you need to build an awesome career. We are committed to rewarding superior employee performance so that when you work hard, your achievements won't go unnoticed.
Make Your Move
At Saia, our people are the reason we've been successful for over a century in the industry. Together, we've created a positive culture that's driven by our core values - like dignity and respect, a customer-first approach, safety and more. With hundreds of terminals across the country and growing, we're always looking for more collaborative and motivated individuals to join our team. So, if you're ready to put your career on a solid path, let's go further.
Saia is an Equal Opportunity Employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
