THE Aspen Group
Senior CCaaS Engineer
Remote, Arizona · Senior
Sponsorship not specified$120k-$145kDetected 9 days ago
Project ManagementBudgetingVoIPCommunicationCollaborationOrganizational Skills
About the role
- Working in partnership with independent practice owners and clinicians, the team is united with a single purpose: to prove that healthcare can be better and smarter for everyone.
- Continuous Improvement: - Identify opportunities for optimizing telecom processes and implementing technology enhancements. - Promote innovation and automation to improve telecom system performance and efficiency.
- Working Conditions: This position functions in a fast paced, multi-brand business.
Responsibilities
- Configure the TAG Nice platform to deliver business objectives, including creation, modification and development of scripts within the studio environment to support IVR and chat functions.
- Implement system integration and API connections to achieve business objectives and operational efficiencies.
- Develop, receive and confirm CCaaS needs and expectations in writing
- Develop signed off communication flows via NiCE Administration (scripting) and vendor engagement
- Design and develop automation solutions to enhance the TAG contact Center environment
- This role focuses on the requirement gathering, design, development, and maintenance of CCaaS communication flows supporting both external and internal callers.
Requirements
- Bachelor's degree in information technology, Telecommunications, or a related field in a large scale business environment.
- 5+ years NiCE CXone Scripting experience
- 5+ years business call center requirements gathering
- 3+ years of NiCE DFO (Digital First Omnichannel)
- 3+ years' experience with integrating applications into Nice CXone
- 3+ years' experience supporting call center reporting on Nice CXone
- Familiarity with cloud-based telecom solutions and their integration with IT systems.
- Ability to learn new technologies as required
- Maintain all required documentation, including licensing and capacity management
- Independent- Ability to drive initiatives with low oversight, self-managing.
Nice to have
- 2+ Years other application development experience nice to have
- Preferred Skills/Attributes:
Skills
- Energetic, results driven, and positive attitude
- High desire/motivation.
- High O365 ability
- Highly collaborative
- Critical thinker
- Assertive work ethic
- Ability to communicate effectively with non-technical stakeholders and translate business needs into technical requirements
- Highly organized, and able to keep up in a fast-paced environment
- Ability to multi-task as needed, and mono-task where appropriate
- Self-accountable
- Experience with ITIL or other IT service management frameworks.
- Stay current with industry trends and emerging technologies, such as IVR, Digital, and AI, to enhance telecom capabilities and efficiency.
Compensation
- $120,000-$145,000/year, with a generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match.
Benefits
- Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.
Company info
- As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our dedicated team as a Senior CCaaS Engineer.
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This listing is sourced directly from THE Aspen Group's careers page and normalized into a canonical job model.