Senior Inbound Contact Center Engineer & Team lead
Citi
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We are seeking a highly skilled and motivated Senior Inbound Contact Center Engineer to join our growing team. In this critical role, you will be the technical expert, responsible for the design, implementation, maintenance, and continuous improvement of our inbound contact center solutions. You will play a key part in ensuring a seamless and efficient experience for our customers while leveraging your deep understanding of industry-leading technologies like Avaya, NICE, and Swampfox.
Key Responsibilities:
Technical Expertise:
Design, implement, and maintain complex inbound contact center solutions using Avaya, NICE CXOne, Genesys, and Swampfox ICX. This includes call routing, IVR design, agent desktop configuration, reporting, and integration with other business systems.
Troubleshoot and resolve complex technical issues related to voice infrastructure, applications, and integrations, escalating to vendors when necessary.
Proactively monitor system health, capacity, and performance, implementing optimizations to ensure stability and efficiency.
Stay abreast of emerging contact center technologies and industry best practices, recommending and implementing innovative solutions to enhance customer experience and operational efficiency.
Project Management & Collaboration:
Lead and participate in projects related to contact center technology upgrades, expansions, and new feature implementations.
Collaborate effectively with cross-functional teams, including IT, Operations, Business Stakeholders, and vendors, to gather requirements, design solutions, and ensure successful project delivery.
Develop and maintain comprehensive documentation for contact center systems, configurations, and processes.
Leadership & Mentorship:
Act as a technical mentor to junior team members, providing guidance, training, and support to enhance their skills and knowledge.
Share your expertise and best practices through knowledge-sharing sessions and documentation.
Process Improvement:
Analyze existing contact center processes and identify areas for improvement in efficiency, automation, and customer experience.
Leverage your understanding of Agile methodologies, such as Scrum and Jira, to manage projects, track tasks, and ensure timely delivery.
Contribute to the development and implementation of standard operating procedures for contact center technology management.
Experience:
5+ years of proven experience in a senior technical role within a contact center environment.
Extensive hands-on experience with Avaya Aura, Communication Manager, System Manager, Application Enablement Services, Session Manager, and related Avaya products.
In-depth knowledge and practical experience with NICE CXOne platform, including call routing, IVR scripting, and reporting.
Strong understanding and hands-on experience with Swampfox ICX.
Experience with CTI integrations and interoperability with CRM and other business systems.
Technical Skills:
Deep understanding of VoIP technologies, SIP protocols, and related networking concepts.
Experience with contact center reporting and analytics tools.
Familiarity with scripting languages and APIs for contact center integrations.
Working knowledge of network infrastructure, including LAN/WAN, firewalls, and security best practices.
Soft Skills:
Excellent communication skills (verbal and written) with the ability to explain complex technical concepts to both technical and non-technical audiences.
Strong problem-solving and analytical skills, with a proactive and solution-oriented mindset.
Ability to work independently and as part of a team in a fast-paced environment.
Excellent time management and prioritization skills, with the ability to handle multiple projects simultaneously.
Education and Certifications:
Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
Avaya certifications are highly desirable (e.g., ACIS, ACSS).
NICE CXOne certifications are a plus.
Agile/Scrum certifications (e.g., Scrum Master, Product Owner) are beneficial.
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Job Family Group:
Technology------------------------------------------------------
Job Family:
Infrastructure------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
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This job is no longer accepting applications
See open jobs at Citi.See open jobs similar to "Senior Inbound Contact Center Engineer & Team lead" AnitaB.org.