Cloud Call Center Engineer

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ABOUT THIS CAREER OPPORTUNITY

Brightway provides the widest variety of Home, Personal Lines and Auto insurance products through local insurance agencies across the United States.  The servicing of those policies is done by centralized service team that supports all of Brightway’s agents and customers.  Brightway’s Service Operations leverages several cloud-based technologies that are critical for running the contact center, including RingCentral InContact Call Center, Monet Workforce Management and Envision Quality Monitoring. The Cloud Call Center Engineer role is a member of the Information Technology team that supports these technologies for Service Operations.

A snapshot of the role:

The Cloud Call Center Engineer’s role is to coordinate strategies for defining, deploying and maintaining Brightway’s cloud-based RingCentral InContact Call Center, Monet Workforce Management and Envision Quality Monitoring technologies. This includes managing all engineering projects for contact center initiatives, planning technology roadmaps and configuring and optimizing all contact center telephone systems and services. Also, the Cloud Call Center Engineer’s mandate will be to maintain SLAs for all organizational contact center and telephony applications.

Responsibilities:

Strategy and Planning

Acquisition and Deployment

Operational Management

Position requirements:

Formal Education and Certification

Knowledge and Experience

Personal Attributes

Interested? Click on the link below to fill out our application.

Apply Now

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