Facilitate efficient and effective deployment of new business systems to improve Resideo business results. This role is a member of our Operations team and will be responsible for assisting with troubleshooting, analyzing, and maintaining our Contact Center as a Service platform, ensuring seamless operation of the application.  The ideal candidate will have expertise in cloud-based telecom systems, preferably in a contact center environment (500+ seats). You will work closely with various team members within the Customer Experience team globally.

JOB DUTIES:
 

Act as a telco subject matter expert for the contact center platform. Handle IVR applications, workforce admin, call routing, and QA platforms. Document system configurations and workflows. Work with primary stakeholders to identify and implement improvements. Translate business needs into technical solutions. Participate in problem-solving discussions. Design efficient workflows with contact center teams. Optimize system performance through monitoring. Identify automation opportunities. Troubleshoot and resolve telephony platform issues. Monitor system performance and maintain process records. Ensure seamless system API integrations with stakeholders.

YOU MUST HAVE:
 

3+ years of cloud-based contact center experience, working with IT on business processes & project management experience in global environments. Experience with API integrations. Proficient in written and conversational English. Attention to detail and accuracy.

WE VALUE:
 

Knowledge of Content Guru or similar platforms. Ability to work independently. Good leadership and collaboration skills. Conveys information with clarity and directness, ensuring the message is understood across diverse, global teams. Strong troubleshooting skills. Experience and strong process knowledge in several business/ functional areas. Apply rigorous waterfall and agile project management approach on assignments. Creative and collaborative problem solving skills. Delivering fast and right results in matrixed environment.

 

WHAT'S IN IT FOR YOU?
 

Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind. A collaborative and inclusive work environment where your contributions are valued. Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects. Access to cutting-edge tools, resources, and a supportive team to help you excel. The chance to work with a global, innovative company shaping the future in its industry.

 

 

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