Contact Center Consultant

Position Description:

The Contact Center Solutions Engineer, specializing in Call Recording, Speech Analytics, and Dialer Technologies, will be instrumental in the planning, implementation, and ongoing support of our enterprise contact center solutions. This role will focus specifically on the Nice CXone Contact Center as a Service (CCaaS) solution, the Verint cloud platform for call recording and speech analytics, and our integrated auto dialer solution, serving all global Ford Credit and Ford Motor contact centers. Key responsibilities include driving the implementation of new use cases and advanced capabilities, ensuring seamless integration with existing systems, managing upgrades and patching cycles, and maintaining the overall health and operational excellence of these critical platforms. On-call, off-hours, and weekend support is required on a rotational basis.

Skills Required:

Call Centers

Experience Required:

The Contact Center Solutions Engineer, specializing in Call Recording, Speech Analytics, and Dialer Technologies, will be instrumental in the planning, implementation, and ongoing support of our enterprise contact center solutions. This role will focus specifically on the Nice CXone Contact Center as a Service (CCaaS) solution, the Verint cloud platform for call recording and speech analytics, and our integrated auto dialer solution, serving all global Ford Credit and Ford Motor contact centers. Key responsibilities include driving the implementation of new use cases and advanced capabilities, ensuring seamless integration with existing systems, managing upgrades and patching cycles, and maintaining the overall health and operational excellence of these critical platforms. On-call, off-hours, and weekend support is required on a rotational basis.

Experience Preferred:

5-8 yrs of exp in mentioned skillsets

Education Required:

Bachelor's Degree

Education Preferred:

Additional Safety Training/Licensing/Personal Protection Requirements:

Additional Information :

Windows Server and / or Linux server administration
• Cloud Platform Experience
• API Experience
• Knowledge of networking protocols and concepts
• Working knowledge of SQL Server and the ability to write ad-hoc queries
• Advanced trouble-shooting skills
• Strong analytical and critical decision-making skills
• Solid verbal and written communication skills
• Working knowledge of configuration control and deployment practices
• Self-starter, capable of working independently and as a team player