Contact Center Implementation Engineer

• Jan 2022 - Present

• Responsible for the implementation of customers onto partner’s cloud call center platforms, primarily acting as the lead implementation resource on major Contact Center implementations, while working closely with the client leadership to determine customer call center process and technical requirements and configure the partner’s cloud platform on behalf of the customer and our contracted leading contact center partner. • Configure agents, skills, hours of operations, reporting, call flows, routing, coordinate CRM integration, and other services on the different Contact Center platforms. • Assist and mentor other implementation personnel as needed. • Provide solution design and development for new client implementations and coordination of changes to existing applications. • Build technical configuration and limited programming to implement new clients on multiple major contact center platforms. • Create ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, points of contact, dialing lists and rules, queue, and other messaging, call recording services, email, chat, and other components of a customer call center platform build. • Determine third-party or client system (client CRM, databases, service platforms) integration requirements and build integration services (API, URL calls, etc.) to the platforms as part of the call center platform development efforts. • Manage day-to-day technical aspects of multiple implementation projects. • Provide customized training to ensure customers have a thorough understanding of these solutions. • Troubleshoot problems during the configuration or go-live stages of client implementations. • Coordinate connectivity, number management services, and other functions necessary to onboard customers.

Noble Engineer

• Sep 2019 - Dec 2021

Senior Workforce Analyst

• Mar 2018 - Sep 2019

Workforce Management Specialist

• Jan 2017 - Mar 2018

AVP - Ops Support Intermed Analyst

• Nov 2015 - Jan 2017

• Independently performs more advanced and diverse financial, statistical, and operational studies to substantiate business decisions using analytical skills and knowledge of data analysis tools and methodologies. • General execution of dialer strategies for multiple portfolios. • Monitors both outbound and inbound metrics as well as troubleshooting system issues. • Partners with business teams to develop process improvements, solutions, and streamline operational workflows. • Performs feasibility analysis for significant process changes. • Uses professional judgment, discretion, and business expertise to resolve varied and complex issues that have notable impact on the business. • Applies good understanding of how the team/area interacts with other departments in accomplishing the objectives of the sub-function / job family. • Deals with most problems independently and has some latitude to resolve complex problems. • Integrates in-depth specialty area operational knowledge, combined with a solid understanding of industry standards and practices. • Applies project management skills to support operational projects as assigned • Managed agent skilling and head counts to balance workload as needed based on daily, weekly and monthly goals • May occasionally provide informal guidance or on-the-job-training to new or lower level team members • Open/Close dialer system using ASPECT predictive dialer system • Interpreted data and advising management of any issues impacting performance. • Communicates with tact and diplomacy in order to exchange potentially complex/sensitive information with project stake