Responsible for managing, configuring, and maintaining the cloud-based communications system for contact center and telephony infrastructure. Serve as the liaison between technology and business teams to drive roadmaps, deliverables, and initiatives. Interface between technical teams and business users for contact center and telephony enhancements and modifications. Conducts business and technical requirements analysis, testing, and execution in support of the development of contact center systems and telephony enhancements. Manages KPI’s and metrics in relation to contact center technologies and core telephony components. Partners with key stakeholders to identify contact center problems, assess impact, formulate potential alternatives, and implement solutions.
Key Responsibilities:
- Communication System Strategy & Roadmap
- Drives roadmap initiatives for CaaS/UCaaS platform solutions, Voice recordings, and storage products.
- Prioritizes product features to align with business strategy
- Participates in planning sessions with infrastructure technical teams to plan, define, and scope work needed to deliver business solutions.
- Defines, prioritizes, and owns the product backlog to reflect the solution scope, vision, and roadmap.
- Drives ongoing engagement and involvement from the cross functional team (Sales, TechOps, Customer Success, Marketing, etc.) to provide a continuous feedback loop into the product development process.
- Partners with business stakeholders, clients, infrastructure engineers, and product managers to understand the requirements, capabilities, and user experience.
- Systems Configuration & Management
- Administers and maintains the RingCentral platform, including voice, chat, email, and omnichannel communication tools.
- Responsible for configuring and running contact center activities such as outbound dialing campaigns, scripts, quality evaluations, and workforce management schedules.
- Configures and manages agent accounts, skills, and routing strategies.
- Develops and implements IVR (Interactive Voice Response) systems and call flows.
- Conducts user acceptance testing and sign-off of user stories upon completion of development of requirements.
- Integration with other systems
- Responsible for creating applications that use the Cloud APIs or integration capabilities. Familiar with web programming and REST APIs.
- Experience writing requirements for a software feature or solution for an internal or external customers.
- Collaborates with Tech and customer service teams to ensure integration with CRM and other business systems.
- Monitoring & Reporting
- Develops and deliver custom daily, weekly, monthly, quarterly, and yearly reporting with contact center metrics, including service levels, client satisfaction, after call time, wait time, talk time, abandonment, active and waiting calls, agent performance, occupancy, and first call resolution.
- Troubleshooting & Support
- Provide technical support for issues related to RingCentral system
- Provides training and support to agents and supervisors on CCaaS tools and features.
- Provide training and support to general users on tools and features.
- Act as the liaison to RingCentral
- Create and maintain documentation for system configuration, troubleshooting and best practices
- Security & Compliance
- Implement security policies to ensure compliance with regulations
- Stays atop of the FCC regulations both locally and federally to ensure compliance
Key Skills
- Ability to have meaningful and strategic conversations with business leaders and team
- CCaaS/UCaaS platform administration
- IVR design and implementation
- SCRUM and/or Agile Methodologies
- Product backlog management
- Workforce management
- Contact center analytics
- Experience with RingCentral
- System integration
- Technical documentation
- Customer service operations
- Project management
- Business Analytics
- Relevant certifications (e.g., CCNA Collaboration, Contact Center Intelligence) are a plus
Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.
This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.
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Benefits
For more information about our benefit offerings, please visit our careers page at https://www.echo.com/company/careers.
Compensation
$112,350.00-165,050.00 per year
This role is eligible for a bonus that is based on a combination of personal and business performance.
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What We Do
Echo is a leading provider of technology-enabled business process outsourcing, serving the transportation and logistics needs of our clients. Our proprietary web-based technology, dedicated service teams and robust procurement power enables our clients to see significant transportation savings while receiving best-in-class service.
Why Work With Us
At Echo you don’t just have a job—you have a career. Passion for what you do keeps you on the road to success. It’s teamwork and relationships that make our team truly successful. The chance to work alongside friends, have your voice heard, and be mentored by those who genuinely want to see you grow and thrive makes every day even better.
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