Contact Center Engineer

A large financial client in Cincinnati is hiring for a direct hire Contact Center Engineer that will support the core Contact Center applications that enable the company to deliver superior customer experience both internally and externally. This position will serve as the application subject matter expert, partnering with the business to ideate, design, implement and support core functionality as well as future innovation.

Work across business and IT organization to implement and support new capabilities with a focus on CX, EX and cost savings.

Support Contact Center platform ensuring superior response to issues, questions and concerns. Current platform includes:
NICE CXone
Nexidia BI (business intelligence)
Quality Central(QC)
Performance Management (Reporting)
Workforce Enablement Management (Workforce Management +Mobile App)
Feedback Manager (Surveys)
Build and maintain strong relationships across IT and Business.
Participate in systems integration needs as they arise.
Actively participate in quarterly business reviews.

Desired Competencies and Skills
Proven experience supporting and administering omni-channel cloud Contact Center solutions (NICE cloud platform preferred).
Experience implementing a Cloud Contact Center solution across an enterprise campus environment.
Experience with integration methodologies, testing and implementation.
Exceptional communication, collaboration, organization and time management skills required.
Strong curiosity within the Contact Center space and a desire to drive meaningful modern change.
A self-starter, able to proactively partner with IT and business partners.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Required Skills & Experience
• Exceptional Communication Skills; this person will be speaking with very high level executives
• 10+ Years supporting a Contact Center Environment
• Experience with a Contact Center Cloud Platform
EX: Genesys, NICE, Cisco, Mitel, Avaya, Nextiva, ETC.

Nice to Have Skills & Experience

Specific Experience Migrating Genesys to NICE

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.