SharkNinja is hiring a
Senior Specialist

Summary

Join our team and contribute to positively impacting people's lives every day in every home around the world! As a CX technology team member, you will be responsible for creating solutions across all channels, including bot design and AI, while implementing and managing changes to the CCaaS platform and associated systems. You'll define the initial scope, suggest solutions, define a test plan, identify training requirements, and support deployment.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field. Equivalent work experience may be considered
• Minimum of 5-7 years of experience in managing and administering CCaaS platforms or similar contact center technologies
• Proven experience in a technical leadership role, overseeing platform operations and leading teams
• Proficiency in configuring and troubleshooting contact center technologies, including AI, IVR, ACD, and routing
• Strong understanding of network protocols, telephony, and VoIP systems
• Familiarity with CRM integrations and API management
• Experience with scripting and automation tools (e.g., Python, PowerShell)

Responsibilities

• Configure the CCaaS platform to align with organizational requirements, including setting up user roles, permissions, and profiles
• Design and implement voice call flows, including IVR menus, skill-based routing, and automated responses
• Design and implement digital assist and live chat flows, using visual menus and AI
• Customize dashboards and reporting tools to provide relevant metrics and insights
• Deploy new features and integrations, such as integrations with CRM systems, workforce management tools, and AI-powered analytics
• Ensure seamless integration with other enterprise systems and applications. Especially focusing on consumer self-service opportunities
• Conduct thorough testing of new features and updates before rollout
• Continuously monitor system performance, including server load, call quality, and uptime
• Utilize monitoring tools to identify and address potential issues before they impact operations
• Conduct routine audits of system logs and performance metrics
• Schedule and perform regular system maintenance, including backups, patch management, and software updates
• Coordinate with vendors for platform updates and ensure minimal disruption to operations
• Develop and maintain disaster recovery plans
• Provide tier-2 and tier-3 support for end-users, resolving complex technical issues that cannot be handled by the first line of support
• Establish and manage a ticketing system to track and prioritize support requests
• Develop training materials and conduct training sessions for new users and ongoing education for existing users
• Create and update comprehensive documentation, including user guides, FAQs, and troubleshooting procedures

Preferred Qualifications

• Relevant certifications in CCaaS platforms or contact center technologies (e.g., Genesys Certified Professional, NICE inContact CXone Certification)
• Knowledge of data analytics and reporting tools (e.g., Power BI, Tableau)
• Experience with project management methodologies (e.g., Agile, Scrum)