Contact Center Systems Engineer

Responsibilities:

• Manage toll free and DID numbers (new orders, changes, decommissioning)
• Build and adjust inbound call flows to route calls to the correct queue/agent/skill group
• Support IVR messages, voicemail scripting, and urgent recording updates via TTS and/or wave files
• Manage user accounts in contact center systems, including access control, skills, queues, and profile updates
• Configure and monitor outbound dialer campaigns end to end including caller ID, and spam mitigation
• Standardize contact center settings such as call scripts, call types, routing rules, favorites, and screen pops
• Create and maintain clear documentation and change control of system config, processes, and handoff
• Work with other SMEs to troubleshoot, resolve, RCA, and document support tickets and configuration issues
• Partner with QA, workforce management, training, operations, and business to align on requirements
• Provide quick turnaround for business requests while maintaining quality output and a manageable backlog
• Perform other related duties as assigned