What are the responsibilities and job description for the Cloud Contact Center Systems Specialist position at Soni?
Soni's client is seeking a detail-oriented and technically skilled Contact Center Specialist to oversee the daily operations and performance of our cloud-based contact center technology. This role plays a key part in ensuring system stability, addressing technical issues, and optimizing performance so our customer service teams can meet and exceed service expectations. The Cloud Contact Center Systems Specialist will serve as the primary liaison between internal teams and external service providers, while also playing a critical role in troubleshooting, training, and enhancing the telephony and digital support infrastructure. This role requires 3-4 days/week on-site in Claymont, DE.
Key Responsibilities:
- Oversee the daily functionality of cloud contact center platforms, ensuring service reliability and alignment with organizational goals.
- Manage vendor relationships for telephony solutions, acting as the central point of contact for service escalations and updates.
- Diagnose and resolve technical problems related to telephony and support systems; ensure all issues are logged, tracked, and resolved with timely communication and accurate documentation.
- Collaborate with internal teams to design and deliver training materials for system updates, upgrades, or new feature rollouts.
- Maintain procedural and technical documentation related to contact center systems, ensuring accuracy and accessibility for internal users.
- Support ongoing improvement of IVR systems, digital communication channels, and customer interaction workflows.
- Participate in after-hours support and testing, as necessary, to maintain system availability and support critical updates.
- Develop and maintain strong knowledge of company products, digital tools, and internal systems to assist in troubleshooting and process improvements.
- Work closely with technology and support teams to maintain integration between telephony platforms and other digital systems.
- Provide on-site technical support for hardware used by contact center personnel when required.
Qualifications:
- High school diploma or equivalent required; college coursework preferred.
- Minimum of 3 years' experience working with cloud-based telephony systems, ideally within a financial services or customer service environment. Exposure to Five9 is preferred.
- Strong understanding of banking operations, especially within contact centers or retail banking environments.
- Prior experience managing and supporting telephony systems such as Five9, or similar platforms, including relevant certifications or training.
- Proficient in general IT tools and platforms, with a demonstrated ability to support both hardware and software issues.
- Solid understanding of digital communication platforms, including mobile and online customer service channels.
- Demonstrated ability to analyze problems and provide effective solutions independently.
- Strong verbal and written communication skills with the ability to present to diverse audiences in a professional setting.
- Must be highly self-motivated with excellent organizational and time management skills.
