Contact Center Engineer - Remote, US
Company: Navient
Location: Bismarck
Posted on: May 8, 2024
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Job Description:
Earnest's mission is to make higher education accessible and
affordable for everyone. We empower past, present, and soon-to-be
students to maximize their financial futures through thoughtful
guidance and impactful products.
We build tools that help people feel in control of their financial
future, including:
Private student loans - low rates, people-first service, and
flexible payments.
Student loan refinancing - break free from high interest rates or
monthly payments.
Scholarships - access to thousands of scholarships to help students
pay less.
The Contact Center Engineer position will report to the Director,
Customer Experience.
As the Contact Center Engineer, you will:
Oversee the configuration and customization of contact center
software to align with business requirements and assess, select and
implement contact center tools and technologies.
Engaging in close collaboration with IT, Engineering, and vendor
support teams to efficiently implement new tools, upgrade existing
ones, and promptly address and resolve any technical challenges
that may arise.
Identifying opportunities for process automation through technology
to streamline contact center workflows, improve agent efficiency,
and enable customers to self-serve through self-help portals or
interactive voice response (IVR) systems.
Implement process changes and automation to enhance agent
productivity and customer experience.
Liaise with cross-functional stakeholders (e.g., customer support
teams, IT, business units) to understand their requirements and
align contact center technology accordingly.
Your Impact:
Overseeing and optimizing our contact center technologies, ensuring
seamless operations, and enhancing the overall customer support
experience.
Leading and supporting technology migration projects to ensure
smooth transitions to newer platforms.
About You:
6+ years experience managing contact center software in a call
center environment.
Proven experience in leading and developing at least one person,
preferably in a contact center environment.
Strong knowledge of contact center technologies, including but not
limited to Zendesk, Nice InContact CX1, Ada Chatbot, and related
systems.
Experience in project management, process improvement, and
technical mentoring.
Even Better:
Contact Center Certification: Obtaining certifications specific to
contact center technology, such as CCCE (Contact Center Engineer),
can demonstrate specialized knowledge and expertise in this
field.
Project Management Certification.
Customer Experience (CX) Training.
About Us:
What makes an "Earnie" culture:
Drivers - Drivers are satisfied by making things happen, not coming
along for the ride. They feel a strong sense of ownership for their
projects and teams and demand high standards from themselves and
others.
Humility - Humble team players check their egos and consider the
team's needs above their own. They are self-aware of their
strengths and opportunities for improvement.
Growth Mindset - People with a growth mindset approach challenges
and failures as learning opportunities. They seek feedback to
improve, give feedback to others, and genuinely want to perform
well.
Earnies are committed to helping students live their best lives,
free from the stress of student debt. If you're as passionate as we
are about our mission, read more below, and let's build something
great together!
Earnest believes in enabling our employees to live their best
lives. We offer a variety of perks and competitive benefits,
including:
Health, Dental, & Vision benefits plus savings plans
Work anywhere in the U.S.
Mac computers + work from home stipend to set up your home
office
Monthly internet and phone reimbursement
Employee Stock Purchase Plan
RSUs
401(k) plan to help you save for retirement plus a company
match
Robust tuition reimbursement program
$1,000 travel perk on each Earnie-versary to anywhere in the
world
Competitive days of annual PTO
Annual "my day"
Pet insurance!
Competitive parental leave
Plenty of Earnest swag, optional in person team gatherings,
picnics, celebrations, and plenty of fun virtual events
At Earnest, we are committed to building an environment where our
employees feel included, valued, and heard. Our belief is that a
strong commitment to diversity, inclusion, equity, and belonging
enables us to move forward with our mission. We are dedicated to
adding new perspectives to the team and encourage anyone to apply
if your experience is close to what we are looking for.
Earnest provides equal employment opportunities (EEO) to all
employees and applicants for employment without regard to race,
color, religion, sex, national origin, age, sexual orientation,
gender identity, veteran status disability or genetics. Qualified
applicants with criminal histories will be considered for the
position in a manner consistent with the Fair Chance Ordinance.
#LI-AC1
A little about our pay philosophy: We take pride in compensating
our employees fairly and equitably. We are showcasing a range of
your potential base salary, determined primarily based on a
candidate's location. Earnest takes a market-based approach,
categorizing U.S. locations into one of five zones based on a cost
of labor index for that geographic area. The successful candidate's
starting pay will also be determined based on job-related
qualifications, internal compensation, and budget. This range may
be modified in the future.
Pay Range
$110,000-$137,000 USD
Keywords: Navient, Bismarck , Contact Center Engineer - Remote, US, Engineering , Bismarck, North Dakota
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