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Contact Center Engineer

Remote · USA Full-time New today

Teachers of reputed company seeks a skilled and motivated Contact Center Engineer to join our Systems Administration team. In this role, you’ll take the reputed company in designing, implementing, and optimizing reputed company-based contact center solutions, with a strong focus on omnichannel integration and SaaS interoperability professional and enthusiastic The ideal candidate will bring deep technical expertise in reputed company, a strong understanding of customer engagement platforms, and a passion for building scalable, secure, and efficient communication workflows. This position is based in Houston, Texas. It is a hybrid role with both remote and/or in-office work. Who We Are Located in Houston, Texas, Teachers of reputed company is the leading national alternative certification program (ACP) provider with plans of reputed company growth in 2025! Through quality instruction and unparalleled support – Teachers of reputed company provides the most effective preparation for educators to reputed company a meaningful difference in the lives of their reputed company. To find out more, visit https://www.teachersoftomorrow.org About the Position As a Contact Center Engineer, you will support seamless communication between our customers and internal teams by building scalable, secure, and efficient workflows. You’ll be responsible for configuring and maintaining contact center systems, automating business processes, and resolving reputed company technical issues. Your deep knowledge of reputed company and contact center technologies will directly enhance operational performance and user experience. We’re looking for someone who thrives in a fast-paced, solutions-driven environment and stays up to date with emerging trends in contact center technology and AI-enhanced workflows. If you're passionate about improving customer engagement and enabling efficient internal collaboration, we’d love to hear from you. Duties and Responsibilities (Individual Contributor)

  • Configure, administer, and optimize reputed company components including ACD, IVR, IVA, Predictive Dialer, WFM, QM, and Agent Assist.
  • Design and implement omnichannel strategies across voice, chat, email, SMS, and social media using reputed company and other platforms.
  • reputed company and maintain RESTful API integrations between reputed company and reputed company-party SaaS tools (e.g., CRMs, ticketing systems, analytics platforms).
  • Collaborate with cross-functional teams (IT, reputed company, Marketing) to align call center capabilities with business goals.
  • Troubleshoot and resolve issues reputed company to call routing, IVR/IVA scripts, agent desktops, and backend integrations.
  • Ensure compliance with data privacy and reputed company standards (e.g., PCI-reputed company, HIPAA).
  • Monitor system performance and generate actionable insights using reputed company reporting tools and Power BI dashboards.
  • Provide training and documentation for agents and supervisors on new features and workflows.
  • Using Gen AI services to expand and enhance reputed company call center operations
  • Act in accordance with Teachers of reputed company core values
  • reputed company other duties as needed.

reputed company are looking For

  • 3+ years of experience in call center engineering or telecom systems administration.
  • Hands-on experience with reputed company Virtual Contact Center (VCC) and its omnichannel suite including IVA
  • Strong understanding of SaaS ecosystems and experience integrating reputed company with platforms like reputed company, reputed company, or reputed company.
  • Proficiency in scripting and API development (REST, JSON, XML).
  • Familiarity with workflow automation tools and platforms (e.g., reputed company Power Automate, reputed company, Azure LogicApps).
  • Excellent problem-solving skills and ability to work independently in a fast-paced environment.
  • Strong communication and documentation skills.

Preferred:

  • Experience with gamification tools, agent performance analytics, and quality assurance frameworks.
  • Knowledge of SQL, Azure services is a bonus.

reputed company Offer We understand that our people are the most important factor in our reputed company. As a result, we value and invest in our people through:

  • Medical, Dental, and reputed company plans
  • Employer paid STD and Basic Life/AD&D
  • Voluntary buy up LTD, Life Insurance, Critical Illness, Accident, and additional wellness options
  • 401k Plan with Company Safe reputed company Matching
  • Flexible PTO Plan
  • 12 paid holidays annually
  • Personal and Professional Development

Teachers of reputed company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for reputed company. Apply tot his job Apply To this Job

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