Call Center Representative

• Manage contact center operations and supports new initiatives
• Implements process improvement plans
• Analyzes customer issues and communicates accordingly
• Collaborates with stakeholders to implement solutions

Team Leader, Contact Center

• Take a high volume of incoming calls, chats, and emails from customers, stores, and associates
• Navigate multiple systems to aid in answering questions and resolving issues
• Communicate professionally in a conversational manner
• Ensure customer satisfaction using available resources
• Punctual, reliable, problem solving, acting with integrity, and dedicated to making a difference

Resolution Coordinator, Contact Center

• Manages contact center operations and supports new initiatives
• Monitors progress and results
• Flexibility to adapt to changes and new responsibilities
• Supports teamwork and collaboration

Team Manager, Contact Center

• Provide day-to‑day operational support for Omni‑Channel Contact Center systems
• Troubleshoot, document, and resolve telephony and contact center issues
• Ensure service continuity, monitor system health, and escalate issues as needed
• Design and implement Omni‑Media routing strategies, call flows, and IVR scripts
• Develop and manage integrations between Contact Center platforms and enterprise systems
• Participate in major telephony transformation initiatives, including migration to NICE CXone
• Build, automate, and maintain dashboards and reports for key performance indicators
• Support ad-hoc reporting & analysis requests from Contact Center leadership teams
• Work closely with business teams to gather requirements and translate them into specifications
• Maintain strong working relationships with NICE CXone support teams and internal technology groups
• Maintain accurate documentation of the “as‑built” telephony architecture and configurations
• Continuously evaluate system performance and recommend improvements to enhance efficiency

Contact Center Telephony Engineer – NICE CXone

• take a high volume of incoming calls, chats, and emails from customers, stores, and associates
• navigate multiple systems to answer questions and resolve issues
• communicate professionally in a conversational manner
• ensure customer satisfaction
• punctual and reliable
• problem solve with integrity
• make a difference
• review, analyze, and process critical customer queries with accuracy

Senior Resolution Coordinator, Contact Center

• The Aceyus Reporting Engineer is responsible for developing, maintaining, and troubleshooting reporting solutions that support the Five9 CCaaS environment through the Aceyus analytics platform.
• This role ensures accurate, timely, and actionable reporting for contact center operations.
• The engineer will generate scheduled and ad‑hoc reports, investigate data discrepancies, coordinate with the Five9 vendor on reporting issues, support change windows, and train supervisors and engineers on how to effectively use Aceyus reporting tools.
• Build, configure, and maintain Aceyus dashboards, reports, and data views supporting Five9 contact center operations.
• Run scheduled and on‑demand reports for business stakeholders, ensuring accuracy and timely delivery.
• Convert business requests into clear reporting requirements and implement them within Aceyus.
• Investigate and resolve reporting discrepancies including agent state mismatches, queue mapping issues, interval misalignments, and missing or stale data.
• Validate Five9 → Aceyus data flows, ensuring that data is accurate, complete, and refreshed.
• Document root causes and corrective actions for recurring reporting issues.
• Work directly with the Five9 CCaaS vendor and Aceyus support teams to troubleshoot issues, submit cases, and drive resolution.
• Participate in change windows involving data schema updates, metric adjustments, and reporting infrastructure updates.
• Perform pre‑ and post‑change testing to confirm reporting integrity.
• Train supervisors, analysts, and engineering partners on Aceyus dashboards, drill‑downs, filters, subscriptions, and best practices.
• Develop knowledge base articles, job aids, and quick‑reference guides for self‑service reporting.
• Promote consistent metric definitions and proper report usage across contact center teams.
• Maintain metric catalogs, field definitions, and documentation.
• Follow ITIL change, incident, and problem management processes.
• Support internal audits by providing reporting evidence and data lineage explanations as needed.

Contact Center Engineer – Aceyus Reporting

• Define, own, and institutionalize a scalable operational governance framework for wholly owned markets, securing executive and cross-functional alignment to ensure consistent adoption and execution
• Set the regional quality vision and lead end-to-end Quality Programs focused on customer satisfaction and service integrity, driving measurable improvements in CSAT, booking accuracy, and ADM reduction
• Establish and govern productivity benchmarks by market, partnering closely with Workforce Management and Quality leaders to ensure robust performance measurement and accountability
• Oversee Workforce Management maturity and effectiveness across forecasting, capacity planning, scheduling, and real-time performance monitoring to support demand volatility and growth
• Champion a culture of continuous improvement, leveraging Lean Six Sigma and other methodologies to deliver sustainable gains in productivity, agent quality, attachment rates, and cost efficiency
• Own regional Business Continuity Planning, ensuring operational resilience during volume surges, system outages, and unforeseen disruptions
• Lead executive-level operational reviews across the region, identifying systemic service gaps and driving corrective and preventative actions through clear ownership and governance
• Build and lead high-performing regional leadership teams, coaching and developing leaders responsible for contact centers and offshore/outsourced operations
• Define and monitor enterprise-level performance metrics, ensuring transparency, compliance, and adherence to all BCD operational and quality standards

See all jobs on JobTailor