IT Lead Telecom / Contact Center – Remote

Title:
IT Lead Telecom / Contact Center – Remote

HomeSafe Alliance is the single global household goods movement manager for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families. HomeSafe will have a 24/7 global contact center, to support over 320,000 moves globally every year.

As the IT Lead supporting HomeSafe’s telecom and contact center systems, you will work with a cross-functional team and vendors to facilitate the implementation, support, and on-going improvement of our NICE CXone contact center and TEAMS voice calling.

Duties and Responsibilities

Serve as a technical subject matter expert to support the implementation of NICE CXone cloud-based Contact Center and integration with our CRM.

Support and collaborate with team members, software vendors, and other technical staff on project efforts to achieve implementation plans and timelines

Design and support call center configuration items such as call flow routing, IVR routing, non-voice contact routing, report development and integration points

Work with vendors to articulate business needs and ensure work is delivered accurately and to specification

Lead and participate in cross-functional teams to implement technologies and create standard operating procedures that will integrate into the company’s infrastructure

Provide expert level technical support to resolve issues, working with end users, SMEs and vendors.

Monitor performance, capacity and availability of the contact center infrastructure

Stay relevant with contact center technology changes and innovations to recommend the most effective improvements for the business

Required Qualifications

5 years’ experience supporting NICE inContact (CXone) Contact Center solution

Strong experience with ACD, skill-based routing, call recording/screen recording, speech analytics, IVR, chat, and workforce management (WFM)

Solid understanding of call flows, scripting, and design within CXone Studio

Experience with Microsoft Teams Administration and Enterprise voice calling plans

Must possess strong computer skills and excellent working knowledge of general business applications including O365

Must possess excellent oral and written communication skills in English

Highly skilled in writing with details, accuracy and consistency

Strong analytical, interpersonal, and relationship building skills

Strong work ethic and personal drive to excel

Strong sense of urgency and commitment to get the job done

Superior negotiation, coordination, and conflict resolution skills

Ability to use (and learn new) complex systems, technologies, and applications

Ability to adapt to change quickly and multi-task

Candidates must be a fully vaccinated US citizen

Benefits

:

Medical, Dental and Vision Insurance.

Paid time off (PTO) Three weeks of vacation for newly hired employees

401(k) matching Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option

Health and Wellness Programs

Disability, Life and AD&D insurance

Employee Support program

Family Support: Bright Horizons, child and elder care services

Teladoc Medical Experts, second opinion program

Travel Accident & Medical

TRICARE Supplement Plan

Voluntary Benefit Plans

And more!

KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.