Contact Center Lead

CompuCom
Tampa bay area, FL
28 Oct 2024

Vacancy expired!

CompuCom Systems, Inc. provides end-to-end managed services, technology and consulting to enable the digital workplace for enterprise, midsize and small businesses. CompuCom delights with individual experiences, drives workplace collaboration and productivity, and delivers operational performance and efficiency.

CompuCom enables our clients to focus on what matters most – their customers and their businesses. To do so, we employ a customer-centric, hard-working, and talented group of people. Join the team today by applying to the following role: Contact Center Lead.

  • A strong understanding of requirements and drivers in call center operations and customer experience.
  • 5+ years of Information Technology “lead” experience.
  • Experience troubleshooting complex issues and providing solutions.
  • Self-motivated, proactive, and advocate of continuous learning and improvement.
  • Ability to interact with other departments and business users who are not as technical in nature.
  • Ability to handle heavy workloads and work through tight deadlines.
  • Passion for analysis, process improvement, and problem-solving.
  • Advanced technical experience withTwilio and Twilio Flex.
  • Ability to trace a call through the Twilio environment.
  • Able to build basic to complex Twilio Studio Flows.
  • Well-versed in creating both custom Flex Insights reports and metrics.
  • Advanced technical experience with Calabrio One QM and WFM
  • Have a strong knowledge/action use of AWS:
    • DynamoDB
    • Cloudwatch
    • S3
  • Have a strong knowledge/action of Bitbucket
  • Understanding of Jira
  • Understanding of ServiceNow
  • Support IVR Web Services (design, test, release and support)
  • Support Integration to Twilio Voice and Message API
  • Produce fully functional IVR Web Service writing clean code
  • Gather specific requirements and suggest solutions
  • Support writing of UI tests to identify malfunctions
  • Troubleshoot and debug to optimize performance
  • Design interfaces to improve user experience
  • Liaise with Engineering Development team to plan new features REQUIRED SKILLS
  • Microsoft .Net (including C# and/or VB) Experience with Twilio Voice and/or Messaging API
  • Understanding HTTP request and response cycle
  • Entity Framework Windows Communication Foundation (WCF)
  • Good Communications skills Be able to work multiple tasks EXPERIENCE
  • 3-4 years of experience with Microsoft C#

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.