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Sr. Contact Center Liaison

Company: Unassigned/Prospective Account
Location: Memphis
Posted on: September 17, 2021

Job Description:

Our client is seeking a Sr. Contact Center Liaison to sit REMOTE. This individual will be responsible for the primary contact for Information Technology Systems relationship for all assigned business areas for Contact Center Operations. They will also be the main point of contact for the managed service provider on site. Other responsibilities include; tracking in a systematic process all requested enhancements to Contact Center Operations existing systems for assigned business area(s) and working in collaboration with other IT Business Services Managers to determine common request for the requested work. This entails conferring with Contact Center Operations Sr. Directors/Directors to determine application and information needs, identifying business opportunities, and delivering applications and processes to meet these needs. This person will also be responsible for helping drive telephony integration, call routing and workforce management.

Experience working in a blended call center environment (both inbound and outbound)

SQL experience

Masters Degree

Healthcare or non-profit background
5+ years experience in contact center operations, contact center systems, contact center management, or vendor management

o Can also come from a Contact Center Engineer OR Telecom Engineer background

Experience working with managed service partners

Experience supporting an inContact software (NICE preferred but any will do)

o Other examples of inContact software Avaya, Genesys, Odigo, Talkdesk, Five9

Proficient in excel

Keywords: Unassigned/Prospective Account, Memphis , Sr. Contact Center Liaison, Other , Memphis, Tennessee

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