Responsible to ensure seamless telecom operation and providing critical support for the Contact Center platform. Your responsibilities extend to daily administration, analysis, troubleshooting, requirements collection and the development of operational functions to enhance the overall efficiency of the platform whit the approach of ensuring the alignment of technology with organizational objectives.
Duties and Responsibilities
- Administer the Call Center Agent operating environment, ensuring an efficient workflow for all users.
- Users and profiles.
- Licenses management.
- Schedules
- Call Routing Flows.
- Queues, teams, Call strategies.
- Oni channels, Chatbots.
- Workforce Management, Quality Management and Voice Recording Systems
- Execute IVR support and deliver comprehensive training to users and Customer Success teams.
- Take charge of implementing new functionalities, such as automation, reports, and dashboards, to optimize performance and user experience.
- Design and configure custom call queues, define contact attributes, and apply TTS and SSML and APIs in Contact Flows to enhance communication effectiveness.
- Strategically plan for future system needs to meet end-users' evolving requirements.
- Continuously monitor and fine-tune the network and its assets to ensure optimal performance and high system availability.
- Follow Disaster Recovery Protocol to respond to and quickly resolve system outages to minimize disruptions and maintain seamless operations.
- Share in required on-call and after-hours support responsibilities. • Perform scheduled maintenance on systems in accordance with documentation. • Utilize company ticketing system to create, receive, and track support tickets.
- In-depth knowledge and hands-on experience with Contact Center Platforms, WxCC (is a Plus).
- Proficiency in IVR systems, strong skills in implementing, monitoring, and measuring the impact of a deployment through reports dashboards and KPIs.
- Experience implementing omni-channel strategies for outbound contact to include IVR, SMS, Email and Chatbot
- API integration Knowledge, JSON, SOAP.
- Proven expertise in installing, maintaining, and troubleshooting networked computer systems, including servers, operating systems, and applications.
- Proactive approach to identifying and addressing potential issues before they impact operations.
- Strong analytical and problem-solving skills to analyze, troubleshoot, and resolve issues.
- Strong documentation skills to maintain clear and comprehensive records of system configurations and changes.
- Ability to collaborate with cross-functional teams and stakeholders to understand and meet organizational objectives. Flexibility to adapt to evolving technologies and business requirements.
- Excellent communication skills to interact effectively with Customer Success teams and end-users.
- 2 Years of Experience in a similar position.
- Advanced English Level
- Life insurance 100% covered
- 50/50 Health insurance (optional)
- 50/50 Half scholarships (option)
- Annual salary appraisal
- Internal savings and credits association
- Christmas bonus above the law
Top Skills
What We Do
epay, a segment of Euronet, Inc. (NASDAQ:EEFT), is a leading global provider of payment processing and prepaid solutions that processed more than 3.8 billion transactions in 2023. The company has built an extensive network of retailer touchpoints with more than 800,000 point-of-sale terminals in 63 countries that connects brands with consumers all over the world. The company offers a diverse ecosystem of services, products and solutions supporting the distribution of Payment and Branded Payments for more than 1,000 brand partners via Commerce, eCommerce and mCommerce solutions
