- A minimum of 5 years of contact center experience, with at least two years in a Contact Center as a Service (CCaaS) or technology-related role.
- Hands-on experience in implementing Five9 CCaaS solutions, with a preference for experience with Cisco (though not required).
- Integration experience with Salesforce Service Cloud.
- Proficiency in call center metrics and their impact on performance.
- Proven ability to identify and proactively address engagement-related problem areas.
- Diagnose, resolve, and follow-up on incidents, problems, and alarms related to phone systems, voice network systems, and call center applications.
- Ability to work independently in a collaborative group environment to achieve common goals.
- Strong follow-through, ownership, and responsibility for assigned tasks.
- Effective time management skills and the ability to maintain flexibility in a dynamic work environment.
Job Responsibilities:
- Utilize a minimum of 5 years of contact center experience, with at least two years in a CCaaS or technology-related role.
- Implement Five9 CCaaS solutions hands-on, with a preference for Cisco experience (though not required).
- Integrate with Salesforce Service Cloud to optimize call center operations.
- Demonstrate proficiency in call center metrics and implement strategies to drive performance.
- Proactively identify and resolve engagement-related problem areas.
- Diagnose, resolve, and follow up on incidents, problems, and alarms related to phone systems, voice network systems, and call center applications.
- Work independently within a collaborative group environment to achieve common goals.
- Exhibit strong follow-through, ownership, and responsibility for assigned tasks.
- Effectively manage time and maintain flexibility in response to evolving priorities.
Experience:
Required Experience:
- Minimum of 5 years of contact center experience, with at least two years in a CCaaS or technology-related role.
- Hands-on experience with Five9 CCaaS solution implementation; Cisco experience preferred but not required.
- Integration experience with Salesforce Service Cloud.
- Proven ability to diagnose, resolve, and follow up on incidents, problems, and alarms related to phone systems, voice network systems, and call center applications.
- Proactive identification and resolution of engagement-related problem areas.
Required Education:
- Bachelor’s degree in Computer Science or an equivalent combination of education and experience.
- Salesforce Developer Certification preferred.
Salesforce Admin Certification preferred