Cloud Telephony Engineer

Job Opportunity:

Omnichannel cloud telephony engineers play a pivotal role in maintaining operational efficiency and achieving daily contact objectives for clients through the utilization of best practices and software tools.

The primary responsibility of this role is to monitor and ensure operational efficiency of all day-to-day dialer campaign operations, adhering to regulatory compliance, implementing client-specific dialing strategies, meeting penetration goals, target abandonment rates, contact rates, call volume, Average Handling Time (AHT), staff utilization, and minimizing average agent idle time.

• Develop outbound solution strategies around contact center technology solutions and Omni Channel Automatic Call Distribution (ACD) technology on cloud platforms like Bright Pattern, Five9, and Cisco.
• Collaborate with the Business Development team and Client Services team on technology solutions.
• Monitor performance and efficiencies, provide recommendations for improvements.
• Clearly document all work with systems and servers which you have contact responsibility.
• Document and assist in implementing new programs and passing on to sustaining operations.
• Support Outbound Agents' performance in running day to day Dialer campaigns and building Dialer strategy operational knowledge.
• Offer real-time support to team leaders, managers, and stakeholders to maximize agent performance and achieve outbound call objectives.
• Develop, build, support, and implement Everise/Client dialer strategies that encompass business objectives, business rules, and all dialing compliance through effective use of the on-cloud Bright Pattern Dialing software platform, SQL coding, and Office analytics to ensure optimal campaign efficiency and meet/exceed client-mandated Key Performance Indicators (KPIs) for up to 300 Outbound Agents across multiple campaigns/client projects.
• Work with and assist Application Development / Business Intelligence Reporting team to Build, Maintain, Audit, and Monitor standard and custom dialer reports.
• Recommend procedural/technology 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.
• Help design and maintain reporting architecture for monitoring daily performance at a workgroup or agent level, all compliance reporting needed for outbound dialing, workgroup and campaign level trending, best time of day/week reporting for staffing purposes, monitor dialer performance and trending on an ongoing basis.
• Additional support with Telecom team on existing Contact Center as a Service (CCaaS) ACD inbound / IVR systems (Avaya, Cisco Unified Contact Center Enterprise, Bright Pattern, Verint recording).

Key Qualifications:

• Dynamic and dependable individual with ability to work under high pressure.
• Excellent interpersonal and communication skills.
• Integrity and drive.
• Energetic and enthusiastic individual who can work in a fast-paced environment.
• Prompt and efficient problem-solver with strong analytical skills.

Preferred Qualifications:

• 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.
• 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 (Avaya, Cisco UCCE, Bright Pattern, Verint recording).
• Excellent verbal and written communication, interpersonal skills, and presentation skills.
• Strong Project Management, analytical, and statistical analysis skills.

About Us:

We are looking for highly motivated individuals to join our dynamic team. If you have a passion for delivering excellent customer service and are looking for a challenging role that will help you grow your career, we encourage you to apply.

What We Offer:

• A competitive salary and benefits package.
• Opportunities for career growth and professional development.
• A dynamic and supportive work environment.
• The chance to work with a talented team of professionals.
• Recognition and rewards for outstanding performance.