Director of Contact Center Integration
22 hours ago
We are a renowned provider of customer experience solutions and contact center services, consistently ranked among America's Best Employers.
Job Summary:This is a high-profile opportunity to lead the development and implementation of innovative CTI solutions, driving business growth and operational efficiency in our contact centers. The ideal candidate will possess exceptional technical expertise, leadership skills, and a passion for delivering cutting-edge solutions.
Main Responsibilities:- Develop and implement comprehensive CTI strategies, aligning with business objectives and industry best practices.
- Collaborate with cross-functional teams to design, develop, and deploy robust CTI solutions, integrating voice, data, and CRM technologies.
- Drive the implementation of advanced call control scripting, IVR applications, and dialer system enhancements to optimize customer interactions.
- Analyze and address complex technical issues, leveraging deep understanding of call center operational dynamics and CTI.
- Oversee the integration of custom-developed and third-party software, ensuring seamless connectivity and optimal performance.
- E nsure compliance with regulatory requirements, industry standards, and best practices in voice network design, VoIP, and call accounting.
- Provide technical guidance and support to team members, promoting knowledge sharing and continuous improvement.
- Minimum 10 years of experience in CTI solutions, IP telephony, dialer applications, and contact center technology management.
- Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.
- Master's degree preferred.
- Proficiency in SQL, complex voice network design, call center configurations, VoIP (SIP/H.323), and call routing (VDNs, Vectors).
- Hands-on experience with Windows Server Failover Clustering, VoIP QOS/COS, VLAN, and call accounting.
- Knowledge of network protocols, including TCP/IP, Ethernet, SNMP, TURN/STUN, and WebRTC.
- Proven experience in multi-site, hybrid IP, and TDM environments at an enterprise level.
- Relevant certifications are a plus, such as Avaya Certified Implementation Specialist (ACIS), Convergence Technologies Professional (CTP), Digium Certified Asterisk Professional (dCAP), Cisco Certified Network Professional (CCNP) Collaboration.
$150,000 - $220,000 per year.
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