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Contact Center Engineer - Contract to Hire
Ref No.: 18-00384
Location: Bethlehem, Pennsylvania

Position Objective:

  • The Contact Center Specialist is responsible for analyzing, planning, designing and developing quality based Contact Center applications based on the technology platform. This person must have quality communication and technical skills and be able to work in a team environment to insure quality support to business units.
  • The position requires extensive experience in contact center operations, contact center technologies and contact center strategies. The candidate must also possess experience in software development, deployment and maintenance.
  • This position will add business value by delivering contact center solutions which efficiently use our current InContact Contact Center environment to build highly utilized and effective applications.
  • The position requires working knowledge of contact center technologies with an emphasis on InContact solutions. This includes the analysis, design, development, testing, installation and maintenance of systems and acting as interface with contact center business partners for day to day support as well as execution of projects to improve and evolve the contact center operations. Projects may include new code construction, modifications to existing modules and/or package implementation.

Responsibilities:

  • Experience with InContact Routing, IVR development and support
  • Implement, document and maintain InContact Routing Strategies for all business units
  • Support business requests for routing changes using the necessary process controls to ensure production operations is not at risk
  • Provide quality support for InContact Reporting

Experience:

  • Minimum 3-5 years of hands-on InContact Routing, WFM, Screen and Call Recording
  • Configures, tests and debugs the routing configuration, or enhancements to existing software within the InContact application
  • Demonstrated ability to translate and communicate business processes to applicable requirement types (functional, technical, etc)
  • Experience in VoIP technologies would be a plus
  • Genesys PureEngage development experience a plus
  • NICE call recording support a plus
  • Verint WFM support a plus

Education:

  • Bachelor's Degree in Computing or Information Systems or equivalent industry experience preferred