Contact Center Engineer

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

Job Description

Associa’s Corporate IT-Voice Team excels in customer service and support of voice application technologies. This role is specifically to fulfill the role as Vonage technical Subject Matter Expert (SME) in support of Vonage Contact Center at Associa. TheVonage SME is an individual contributor position providing Solutions Engineering support across Customer Service teams, client groups and alternate product areas.

May require some weekends and after-hours work for minimal project cut-overs. This position requires on-site presence in office at Associa’s Richardson, TX facility with remote flexibility.

• Ability to construct & maintain complex routing strategies with Salesforce screen pop
• Able to integrate with Salesforce and Monet WFM
• Familiar with virtual Queues creation for WFM collaboration
• Vonage, Salesforce and PowerBI Reporting
• Able to create test plans
• IVR development
• Familiar working with carrier to point/port forwarding of phone numbers to Vonage
• Familiar with creation of Vonage dashboards
• Build and maintain strong working relationships with business partners, vendors, training teams and customer service center personnel.
• Comprehensive knowledge of Vonage products and services.
• Work with cross-functional teams in order to help resolve customer challenges

Requirements

Education and Experience

• College diploma or university degree in the field of business administration, computer science, finance, or management information systems or 3+ years experience as Vonage SME Engineer
• 3+ years of experience developing Cloud Contact Center solutions with IVR, Routing, Analytics, Vonage omni channel contact center with chat & email
• Requires excellent communication skills, analytical ability, strong judgment and management skills, financial acumen and discipline, and the ability to work effectively with clients, IT management and staff
• Ability to work independently as well cooperatively in a group environment to achieve common goals
• Must have Strong troubleshooting/problem-solving skills and attention to detail

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.