• Contact Center Engineer

    Job Locations US-VA-Richmond
    Job ID
    2018-4502
  • Overview

    The Contact Center Technologist will have familiarization with the Mitel contact center UCaaS portfolio and assist with design and application of contact center solutions. This position requires building strong working interdepartmental relationships and knowledge of their business, and consulting with various call centers using your industry knowledge of contact center, industry trends and best practices regarding the multiple contact centers.

    Responsibilities

    • Provide advanced skilled support around all aspects of the Mitel UCaaS Contact Center platform and ancillary systems.
    • Understand requirements of the call recording, call reporting, and call center system functions to assure that the call centers can meet their contractual requirements
    • Collaborate and consult with various contact center business stakeholders within customer organization on design
    • Demonstrate contact center features to supervisors and decision makers
    • Design, present and program contact center routing. 
    • Direct 3rd party programming efforts when required.
    • Train supervisors on relevant contact center reporting and best practice
    • Create call flow documentation and Visio diagrams for programming and call center reference
    • Work with sales and solution design teams to create scopes of work, customer facing presentations and quotes.
    • Consulting on best practices around design and use of the contact center applications
    • Coordinate User Acceptance Testing & Troubleshooting of new call flow designs
    • Assisting in cutover of contact center groups and transition of agents/supervisors

    Qualifications

    MINIMUM EDUCATION REQUIREMENTS

    • Bachelor's degree with 5 years of relevant telephony and process analysis experience, or relevant work experience in lieu of degree

    SPECIAL KNOWLEDGE AND / OR SKILLS

    • Communication both written and oral with excellent attention to clarity and delivery of information to a wide audience
    • Ability to prioritize and handle multiple tasks simultaneously
    • Customer relations / service skills
    • Strong analytical, reasoning and organizational and project task management skills
    • Exceptional attention to detail and follow through, including proper documentation
    • Ability to understand business systems technologies
    • Ability to understand database design and query languages
    • Ability to understand integration and data warehouse technologies
    • Excellent Interpersonal Skills

    WORK BACKGROUND / EXPERIENCE

    • 5+ years of Contact Center product and reporting experience
    • Proven experience designing, configuring and troubleshooting
    • Four to six years of Contact Center work experience with a continued progression in knowledge and responsibilities as Agent, Supervisor then to Systems Administration and Programming, preferred
    • Mitel MiContact Center, MiCollab, and Oria experience a plus
    • Comprehensive knowledge of technologies found commonly in a Contact Center environment Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces

    PHYSICAL REQUIREMENTS

    • Physical health sufficient to meet the ergonomic standards and demands of the position

     

    About Us

    Virginia Premier is a managed care organization which began as a full-service Medicaid MCO in 1995. Partnered with VCU Medical Systems we strive to meet the needs of the underserved and vulnerable populations in Virginia by delivering quality driven, culturally sensitive and financially viable Medicare and Medicaid healthcare programs.  Headquartered in Richmond, VA we also have offices in Roanoke, Tidewater and Bristol with additional satellite locations allowing us to serve over 200,000 members across eighty counties throughout Virginia. 

     

    We offer competitive salaries and a comprehensive benefits package to include excellent Medical, Dental and Vision Plans, Tuition Assistance, Infant-At-Work Program, Remote Work options and generous vacation and sick leave policies. Our culture supports an environment where employees can continuously learn and gain professional growth through various development programs, education, exciting projects and career mobility.  

     

    All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EOE

     

    Our mission is to inspire healthy living within the communities we serve!

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