Senior Contact Center Engineer - Patelco Credit Union

About Patelco Credit Union:

Patelco Credit Union is a not-for-profit credit union with a purpose to build financial health and wellbeing for our members. Since 1936, Patelco has grown from $500 in assets to over $9 billion in assets and is the 7th largest credit union in California with branches throughout Northern California.

 

We are here for our members throughout all their stages of life. Meeting them with the products and services to help them plan purposefully for their futures and to secure our life-long partnership as their trusted financial advocate. As one team, we are all committed to delivering service, empowering financial literacy, creating products, and providing new technology for our members.

 

We believe that work should be rewarding, challenging, and enjoyable. We’re dedicated to creating a positive and supportive culture where our team members can thrive. If you’re looking to use your skills and knowledge to make a difference in our members’ lives, Patelco could be the perfect fit for you.

Overview:

The Sr. Engineer, Telephony and Contact Center Technologies position will be responsible for overseeing the development and on-going support of Patelco’s telephony and contact center platform Genesys. This role requires a deep understanding of IVR, Computer Telephony Integration technologies, Interactive Voice Response, Work force management, Call Recording, and other third-party applications. The right candidate should have the expertise to lead / engage business partners and business analysts to design, develop and implement the best solution to meet specific requirements.

 

The ideal candidate must have previous expertise with Genesys or an alternative enterprise class platform servicing contact centers and demonstrated experience in leading telephony initiatives. As a self-starter requiring minimal supervision, the individual must have a strong commitment to technical excellence and teamwork as this individual will influencing and playing a strategic role in enabling our business. This position will collaborate closely with other solution and system engineers and architects within the technology organization and will contribute to longer term strategic priorities and overall change.

Responsibilities:

• Administration, development, and management of telecommunications services based on business requirements.
• Collaborate with front end application developers in Telephony integration with web services
• Take ownership of project tasks, quantify and complete on time with minimal supervision
• Provide support for portions of the IP Telephony / Call Center environment as needed.
• Administration and development on enterprise wide multi-location contact center.
• Work with business partners, SMEs to change and implement new call flows and scripts within the call center.
• Leverage data analytics, and reporting (process, tools, and technology) to gather insights and provide recommendations for operational and program improvements.
• Support client to establishing early, initial capabilities for a Contact Center Modernization Operational Hub, conducting initial data gathering and analysis, and identifying local level contact center improvements for immediate implementation.
• Support client in maturing these enterprise capabilities by conducting a current-state assessment, analyzing specific elements of a future state, and providing short-term and long-term transformational recommendations.
• Support mapping/ETL/testing of ingested multi-channel and source contact center and digital data into a customer experience data warehouse.
• Develop a contact center service recovery plan, including governance, and processes.

Qualifications:

Collaboration and partner engagement

• Work directly with stakeholders and business partners across multiple LOBs and Member Contact Center.
• Serve as point of contact with business partners for all data, reporting and user needs.
• Troubleshooting member issues and provide resolution options, ongoing support to solve issues with Genesys Cloud (CCaaS) quickly

• Excellent communication and presentation skills, including demonstrated ability to effectively engage, influence and communicate technical and business issues and solutions to all levels in the organization.

Application Program Interfaces

• Designing and configuring omni-channel call flows and integration with back-end systems using application program interfaces (APIs), dialers, workforce management systems, queues, Web-RTC Phones, integration design or deployment, and general contact center capabilities.

Platform Management

• Manage and develop in CCaaS platforms like Genesys Cloud, 247.ai, Eltropy as well as deep understanding of integrations with CRM tools like salesforce, Hubspot
• Manage and develop in UCaaS platforms like Microsoft teams phone system configuration and administration and setting up VOIP Phones
• Experience in managing and developing conversational AI/NLP IVR, building intents, integration with backend systems and CCaaS
• Support, design, build and deploy call flows, skills-based routing for voice, chat, email and SMS contact center technology.
• Create or update IVRs, call flows, and routing development.
• Knowledge of VOIP Gateways, Session Border controllers, Experience Portal and IVRs. Good understanding of TCP/IP, OSI and VOIP Signaling and RTP Protocols
• Understanding of click to call, click to dial and H.323/ SIP trucking, Speech to text and Voice Engine Recognition.
• Understand and support components related to network engineering, security, and hardware for the enterprise telecommunications platform.

Data Analysis

• Demonstrated experience in analyzing contact center data, behavior analytics, KPIs, and performance metrics to derive insights, identify trends, and recommend strategies for operational improvement.

Minimum Qualifications

• 5 years’ experience in Contact Center technologies, best practices and trends
• 4-6 years’ experience in administration of Cloud Contact Center as service i.e Genesys Cloud
• 4-6 years’ experience in administration of Unified Communication as Service i.e Microsoft teams Phone system

Target Base Pay:

$112,160 - $140,201/ year

Compensation at Patelco:

Please note that the salary information is a general guideline only. Patelco Credit Union considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits

We Offer:

Physical Health:

• Exceptional Medical, Dental, Vision, and Life Insurance benefits
• Onsite fitness center at HQ and rewards for completing wellness related activities 

Financial Health:

• Competitive compensation packages with bonus opportunity
• 401(k) with 3% Safe Harbor and 5% employer match
• Discounts on loan products
• Tuition reimbursement

Emotional Health:

• Employee Assistance Program (EAP)
• PTO for part-time and full-time positions
• Paid holidays

Personal Development:

• On-the-job training and skills development
• Internal transfer opportunities for career growth
• Volunteer work

Flexible work arrangements available for specific positions

 

Patelco Credit Union is an Equal Opportunity Employer including individuals with disabilities and protected veterans

 

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