Contact Center Specialist

BuzzClan - Dallas, TX

Full-time

Dallas, TX

Professional, Scientific, and Technical Services

About the position

The Contact Center Specialist at BuzzClan is responsible for designing and implementing omnichannel solutions within the Contact Center as a Service (CCaaS) framework. This role focuses on enhancing customer and agent experiences while optimizing business workflows, requiring deep expertise in CCaaS platforms, particularly NICE InContact.

Responsibilities

• Design and implement omnichannel solutions for the contact center.
• Configure and build IVR flows to improve customer interactions.
• Enable self-service options within IVR flows.
• Develop and manage skill-based routing for effective call distribution.
• Create and modify reports to analyze contact center performance.
• Work with non-voice channels to enhance customer service capabilities.
• Integrate APIs with downstream systems for seamless operations.

Requirements

• Proven experience in the Contact Center space, specifically with CCaaS platforms.
• Strong expertise in NICE InContact and its functionalities.
• Experience in configuring IVR flows and enabling self-service options.
• Understanding of skill-based routing and its implementation.
• Ability to build and modify reports for performance analysis.
• Familiarity with non-voice channels and their integration into contact center operations.

Nice-to-haves

• Experience with workforce management (WFM) products.
• Knowledge of quality management solutions and sentiment analysis tools.
• Familiarity with API integration processes.