BT Developer

2 weeks ago

Bengaluru, Karnataka, India Diligent Full time

About Diligent

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit, and ESG. Our mission is to empower leaders with the technology, insights, and connections they need to drive greater impact and accountability – to lead with purpose.

We are a team of passionate, smart, and creative people who not only want to help build the software company of the future but who want to make the world a more sustainable, equitable, and better place.

Job Summary

We are seeking a highly skilled Cloud Contact Center Developer to join our Business Technology (BT) group. The BT group is a team of analysts, engineers, and leaders in charge of enterprise systems and technology across the organization.

Key Responsibilities

  • Administer, optimize, and automate our new RingCentral (NICE InContact CXOne) cloud contact center and cloud softphones.
  • Develop key integrations between Salesforce Service Cloud and other applications in the ecosystem.
  • Support escalation, requirements gathering, and strategic planning.
  • Collaborate with cross-functional teams and business stakeholders to understand objectives and provide technical solutions.
  • Manage integrations between Salesforce and other applications.
  • Set up and administer contact center features, such as omnichannel routing, workforce optimization, quality management (QM), reporting, and analytics.
  • Monitor and troubleshoot call quality and agent issues and escalate to RingCentral support when needed.
  • Work directly with Diligent Sales + Support managers and supervisors to ensure the CXOne contact center + softphones are optimally configured to provide the highest level of customer service and limit disruptions for our global teams.
  • Create and maintain detailed business documentation, use cases, and data flows.
  • Enhance and administer the Salesforce RingCentral integration and assist with help tickets.
  • Collaborate with internal and external stakeholders to understand their requirements and provide CXone solutions that meet or exceed their expectations.
  • Stay updated on CXone product updates, best practices, and industry trends.

Requirements

  • Bachelor's degree in engineering, CS, or IT-related field preferred.
  • 5+ years of experience in contact center administration and Salesforce administration and development.
  • NICE/RingCentral CXOne cloud contact center and RingCentral MVP softphone administration experience.
  • Experience administering / integrating Salesforce and other applications in the ecosystem.
  • Certifications Preferred: Salesforce Admin.

What Diligent Offers You

  • Creativity is ingrained in our culture. We are innovative collaborators by nature.
  • We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting-free days, generous time off policy, and wellness programs.
  • We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
  • Diversity is important to us. Growing, maintaining, and promoting a diverse team is a top priority for us.

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