Contact Center Solution Engineer

Job Description:

CBE Companies, a global provider of contact center services, has an immediate need for an Contact Center Solution Engineer and we would LOVE to connect with you about this exciting career opportunity! As a result of exceptional performance and growth in our industry, we are looking for the "Best-of-the-Best" to join our winning team and support both recent and future growth! Why would CBE be a good fit for you?

The Contact Center Solution Engineer will design and build efficient and effective inbound/outbound contact strategies to reach Consumers. This position will ensure the Contact Center system is operating at peak efficiency, interpret data, and advise leadership of any issues impacting performance. The Contact Center Solution Engineer will provide reports for campaign results and compliance requirements as well as developing forecasts based on analysis of past results and trends. This position will provide recommendations and process improvements to comply with regulations. The Contact Center Solution Engineer will analyze and promote systems efficiency, effectiveness, and stability through the creation of lists, campaigns, and schedules, followed by a close monitoring of agent statistics. This position will apply proven communication, analytical and problem-solving skills to help develop effective contact center strategies and creative reporting. The Contact Center Solution Engineer will analyze requests and results from Operations and other departments related to changes in strategies while ensuring the requests do not harm the environment and meet the goals of the request.

Job Details:

• Remote Opportunity!

• Build dialer campaigns, calling lists, filters, and reports based on information and trends received from the analytics department

• Continually research, identify and escalate ideas and proposals for more effective calling missions

• Responsible for assessing risk and complies with all policies and procedures

• Interact with information technology, client services and contact center groups to resolve systems issues

• Monitor overall system for efficiency including statistics from after call work, wait times, connects (agent vs. system), aborts, hang-ups, cost analysis, and time zone distribution.

• Monitor and report dialer performance adherence to Service Levels and internal, State, and Federal regulations.

• Provide logical comparisons between different dialer groups regarding multiple dialer statistics to promote improvement opportunities and benchmarks.

• Adjust dialing parameters as well as modify list scheduler based on data and operational requests and feedback.

• Develop, implement, and maintain standards and procedures related to dialer activity and processes.

• Recognize opportunities, frame solutions, and develop implementation plans to enhance strategies and create dialing efficiencies using creative thinking supported by mathematical principles

• Proactively recommend corrective actions such as staffing or line capacity shortfalls

• Work closely with operations staff to assist with strategy, features and functionality of the Dialer, IVR, ACD, and related contact center systems

• Review current and future contact center trends; proactively learn new emerging technologies

• Develops and maintains SOP's and documentation for area of responsibility. Document system problems and resolutions for future reference.

• Implements information security policies and procedures for the organization.

• Complete help tickets regarding strategic list scheduler changes, list builds, campaign maintenance, and other system changes (blocking phone numbers, restricting client dialing, etc.)

• Train new hires to the team

• Participate in other teams, projects and task forces as may be required

• The Company reserves the right to change or assign other duties to this position as appropriate.

Job Requirements:

• Bachelor's degree (B.A./B.S.) preferred or equivalent from four-year college or technical school in Computer Science, MIS, or CIS, Statistics, Mathematics, Economics, Finance, Accounting, or related field (will consider 3 years of experience in Contact Center Administration in lieu of Bachelor's degree).

• 1 to 3 years of experience administering a predictive dialer, IVR, or Phone System preferred.

• 1 to 3 years of analysis (statistical, business, data, operational, or financial) experience preferred.

• Must be able to obtain government clearance after hire. US Citizenship is required by the US government in order to obtain government clearance.

• Knowledgeable with importing data for use in report software, spreadsheets, graphs, and flow charts.

• Familiar with Collection industry regulations and compliance.

• Knowledge and experience with report writing tools, particularly SQL Server, SAS, SSRS, and Crystal Reports.

• Ability to understand and interpret statistical and business modeling.

• Good written, oral and collaboration skills

The pay range for this position is $53,000-$65,000/year. An individual's actual compensation will depend on the individual's qualifications and experience.

CBE Companies is an Equal Opportunity Employer. CBE Companies is committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including pregnancy), sexual orientation, national origin, gender, genetic information, disability, veteran status, or other protected statuses in accordance with applicable federal, state, and local laws.Background check and drug testing required.

CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.