Lead optimization, configuration, and integration of Cisco/WebEx Contact Center with Salesforce Service Cloud to improve routing, case management, reporting, and agent workflows.
Serve as the primary business owner for contact-center technology and ensure system performance, stability, and alignment with business needs.
Identify system gaps, workflow friction points, and data breaks; design and drive system-enabled process improvements.
Develop and maintain workforce planning and forecasting models using call, email, EDI, and web-interaction data to support accurate staffing decisions.
Build and maintain dashboards, operational reports, and analytics used for SLA tracking, performance insights, and daily management.
Partner with IT and vendors to translate business requirements into technical specifications, oversee testing, validate enhancements, and support deployment readiness.
Support implementation of new contact-center tools, features, and system integrations, including change management, training, and communication.

Requirements

7+ years in a B2B2C Customer Contact Center environment.
3+ years working with contact-center telephony platforms (Cisco/WebEx, NICE, Genesys, or similar).
3+ years in workforce planning, forecasting, and performance analytics.
Experience supporting or integrating CRM systems, preferably Salesforce Service Cloud.
Proven ability to identify system gaps and drive system-based process improvements.
Strong background in reporting, dashboards, and advanced Excel.
Experience with Calabrio WFM/WFO, SAP, and CTI/ACD routing configurations.
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.

Benefits

Medical, dental and vision coverage*
Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
TeleHealth options
401k plan with company match*
Company paid life/ad&d insurance
Additional supplemental life/ad&d coverage available
Company paid Short/Long-Term Disability coverage (STD/LTD)
STD LTD Buy-ups available
Accident/Hospital Indemnity coverage
Legal/ID Theft Assistance
PTO (or sick and vacation time), floating Diversity Day, & paid holidays*
Paid parental bonding leave
Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
Robust Internal Career Growth opportunities
Tuition reimbursement
Hearing aid discount for employees and family
Internal social recognition platform

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

CiscoWebExSalesforce Service Cloudworkforce planningforecastingperformance analyticsreportingdashboardsadvanced ExcelCTI/ACD routing configurations

leadershipcommunicationproblem-solvingcollaborationanalytical thinking