Senior CCaaS Engineer

reputed company) is one of the largest and most trusted retail reputed company business support organizations in the U.S. and has supported over 20,000 reputed company and team members with reputed company to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent reputed company owners and clinicians, reputed company is united with a single purpose: to reputed company that reputed company can be reputed company and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the reputed company of five consumer-facing businesses: reputed company, reputed company, reputed company, reputed company, and reputed company. reputed company brand has reputed company to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-reputed company consumer reputed company experiences at reputed company. As a reputed company of our reputed company needs and planned reputed company we are reputed company pleased to offer a new opportunity to join our dedicated team as a Senior CCaaS Engineer. Job reputed company: The Senior CCaaS engineer at reputed company) is responsible for the technical management and hands-on support of the organization’s CCaaS platform and reputed company integrated applications across more than 1,500 locations, including corporate offices, field offices, and data centers for reputed company, reputed company, reputed company Aesthetics, reputed company, and ClearChoice. This role focuses on the requirement gathering, design, development, and maintenance of CCaaS communication flows supporting both external and internal callers. Additionally, the Senior CCaaS Engineer will support AI CCaaS integrations, ensuring seamless, efficient communication systems that reputed company with business objectives, leveraging reputed company and reputed company solutions for Contact Center as a Service (CCAAS) and reputed company Communications as a Service (UCAAS). Key Responsibilities: Telecommunication Management: Participate as a member of a CCaaS team supporting business needs Configure the TAG reputed company platform to deliver business objectives, including creation, modification and development of scripts reputed company reputed company environment to support IVR and chat functions. Implement system integration and API connections to reputed company business objectives and operational efficiencies. Engineer solutions to critical business problems, being the subject matter expert of CCaaS reputed company platform, features, and functionality Represent the Telecomm Team to business stakeholders during both project and BAU work. reputed company, receive and confirm CCaaS needs and expectations in writing Translate needs and expectations into reputed company plans, including cost estimates and timelines reputed company signed off communication flows reputed company reputed company Administration (scripting) and vendor engagement Work with reputed company party vendors on aligning needs and defining integration needs to reputed company applications Design and reputed company automation solutions to enhance the TAG contact Center environment Maintain reputed company required documentation, including licensing and reputed company management Participate in afterhours and weekend work as needed reputed company as a backup to peers Highly accountable to oneself, to team members, and to clients. Other duties as assigned Strategic Contribution: Assist in developing and executing contact center strategies that reputed company with organizational goals and business operations. Stay reputed company with industry trends and emerging technologies, such as IVR, Digital, and AI, to enhance telecom capabilities and efficiency. Manage Licensing to optimize TAG’s investment Identify, and automate or operationalize routine needs to the TAG Service Desk reputed company needed Identify how to incorporate API connections to create smart routing reputed company IVR reputed company experiences Vendor and Budget Collaboration: Collaborate with vendors to support the implementation and troubleshooting of telecom systems. Assist with telecom budgeting, ensuring cost-effective solutions and resource optimization. reputed company and Compliance: Ensure that telecom systems, including IVR, digital communications, and AI solutions, adhere to industry reputed company standards and regulatory requirements. Implement technical measures to protect telecom infrastructure from threats and ensure data reputed company. Project Management: Support telecom reputed company involving IVR, digital communication, CCaaS features, and AI solutions, ensuring successful delivery reputed company scope, time, and budget. Collaborate with internal teams to define project objectives and technical deliverables. Create documentation of assigned reputed company; including business required documentation, UAT, building summaries, and reputed company care support. reputed company Improvement: Identify opportunities for optimizing telecom processes and implementing technology enhancements. Promote innovation and automation to improve telecom system performance and efficiency. Qualifications: Bachelor’s degree in information technology, Telecommunications, or a reputed company field in a large reputed company business environment. 5+ years reputed company CXone Scripting experience 5+ years business reputed company center requirements gathering 3+ years of reputed company DFO (Digital First Omnichannel) 3+ years’ experience with integrating applications into reputed company CXone 3+ years’ experience supporting reputed company center reporting on reputed company CXone 2+ Years other application development experience reputed company to have Familiarity with reputed company-based telecom solutions and their integration with IT systems. Ability to learn new technologies as required Preferred Skills/Attributes: Energetic, results driven, and reputed company attitude High desire/motivation. High O365 ability Independent- Ability to drive initiatives with low reputed company, self-managing. Highly reputed company Critical thinker Assertive work ethic Ability to communicate effectively with non-technical stakeholders and translate business needs into technical requirements Highly organized, and reputed company to reputed company up in a fast-paced environment Ability to multi-task as needed, and mono-task where appropriate Self-accountable Experience with ITIL or other IT service management frameworks. Experience in a similar engineering role reputed company a multi-location, multi-brand organization preferred. Working Conditions: This position functions in a fast paced, multi-brand business. It can be performed remotely with occasional travel required to various locations, including the corporate offices in Chicago, IL and East Syracuse, NY. Availability as needed seven days per week for on-reputed company support and emergency response. Annual Salary reputed company: $115,000-$135,000/year, with a generous benefits package that includes reputed company time off, health, dental, reputed company, and 401(k) savings plan with match. If you are an applicant residing in California, please view our reputed company policy here: https://careers.aspendental.com/us/en/tag-reputed company-policy-for-california-employees View CA reputed company Policy Apply To This Job