- Bogota, Colombia
- Senior
- 4+ years
Configure, support, and improve a cloud telephony platform and its CRM integrations in a healthcare environment.
Compensation
Competitive compensation: USD-based pay with education, fitness, and team activity budgets.
Responsibilities
- Configure and maintain contact-center capabilities, including call routing, queues, agent skills, business hours, and inbound and outbound call flows.
- Design, build, and troubleshoot interactive voice response (IVR) flows, prompts, transfers, and customer self-service journeys.
- Configure outbound dialers and automated calling workflows according to business requirements and applicable policies.
- Deliver the contact-center side of Salesforce integrations, collaborating with Salesforce engineers on connectivity, interaction data, and the agent experience.
- Provide production support, investigate service disruptions, coordinate with platform vendors, and contribute to root-cause analysis and preventive improvements.
Requirements
- Nice to have: NICE CXone
- Nice to have: inContact
- Nice to have: Studio scripting
- Nice to have: platform administration
- Nice to have: outbound dialing