Cloud Telephony Engineer – Call Center Expert

This role is pivotal in driving the efficiency of day-to-day dialer campaign operations, ensuring daily contact objectives are met for all clients. It involves utilizing best practices and software tools to maximize campaign productivity and achieve optimum performance results.

Some key responsibilities include:

• Ensuring adherence to state and national regulations
• Implementing client-specific dialing strategies
• Meeting penetration goals and target abandonment rates
• Contact rates and call volume
• Average Handling Time (AHT) and staff utilization
• Minimizing average agent idle time

The software tools utilized will include Bright Pattern cloud-based dialing software suite, MS Office, and SQL Server Management Studio.

• Design outbound solution strategies around contact center technology solutions and Omni Channel ACD technology.
• Help design dialer agent scripting, disposition, and reporting solutions.
• Collaborate with the Business Development team and Client Services team on technology solutions.
• Monitor performance and efficiencies, providing recommendations for improvements.
• Capture documented work with systems and servers.
• Document and assist in implementing new programs and sustaining operations.
• Offer real-time support to team leaders, managers, and stakeholders to maximize agent performance and achieve outbound call objectives.
• Develop and implement Everise/Client dialer strategies that encompass business objectives, business rules, and compliance through effective use of Bright Pattern Dialing software platform, SQL coding, and Office analytics.
• Work with the App Dev / BI Reporting team to build, maintain, audit, and monitor standard and custom dialer reports, using internal and client-driven performance and analytical KPIs.
• Recommend procedural and technological solutions to business problems regarding agent productivity, call compliance, and campaign performance optimization.
• Analyze data and system performance to identify trends, risks, and possible improvements, providing expert technical direction to all Outbound Dialer related projects.

• Dynamic and dependable
• Ability to work under high pressure
• Excellent interpersonal and communication skills
• Integrity and drive
• Energetic and enthusiastic
• Prompt and fast-paced

• Extensive Microsoft Office experience with advanced knowledge of MS Excel, MS Word, MS Power Point, MS Outlook, and including advanced formulas, workbook creation, Macros, and VBA coding.
• Knowledge and proven experience with SQL Server Management Studio, including SQL coding, querying, and stored procedures.
• Minimum 2-3 years' experience in a call center environment with experience in an outbound analytical role/support capacity.
• Previous experience running and developing strategy on an Outbound Dialing Platform, preferably Bright Pattern, Five9, Nice inContact, Acqueon, or similar.
• Previous experience in scheduling, skills-based routing, and dialer campaign implementation preferred.
• Advanced knowledge of Cloud Based/Premise Based Dialers and Telephony infrastructure.
• Experience building queries and reporting with SQL/MS Excel.
• Knowledge on existing CCaaS ACD inbound/IVR systems helpful.
• Excellent verbal and written communication, interpersonal skills, and presentation skills.
• Strong Project Management, analytical, and statistical analysis skills.
• Takes initiative with strong decisive insight, organization, attention to detail, and problem-solving skills in a team environment.
• Self-starter and independent, team-oriented and results-driven.
• Available to work flexible schedules usually US (Eastern/Central) time zone but should be flexible to support another Geo/region as required.
• Other duties as assigned.
• Qualification: Computer Graduate/Diploma in Engineering preferably with Telecommunication, Electronics, or Computer Science.