IT Contact Center Lead/Administrator
6+ Months Contract
100% Remote
Job Description:
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 with Twilio 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