Job description

Overview

New American Funding is seeking an experienced and dynamic Associate Director of Contact Center Engineering to oversee the technical operations and strategic direction of our contact center. The ideal candidate will be responsible for managing and supporting the contact center platform, applications, and infrastructure. They will lead a team of engineers, collaborate with other IT teams, and drive operational excellence while ensuring a superior customer experience. The Associate Director of Contact Center Engineering will also play a key role in identifying opportunities for innovation and implementing solutions to enhance performance and efficiency.

Compensation: $90-$100k DOE

Location: Remote/ Hybrid two days a week if you reside within 30 miles of Tustin, CA or Austin, TX area

Responsibilities

• Oversee the design, implementation, and maintenance of the contact center platform, applications, hardware, and networks
• Collaborate with other IT teams to ensure optimal performance and service levels of the contact center
• Lead a team of contact center engineers, providing coaching, mentoring, and performance feedback
• Develop and implement strategies to improve contact center operations, efficiency, and customer experience
• Develop and maintain documentation related to the contact center platform and related applications and systems
• Provide technical expertise and support for troubleshooting and resolving complex issues related to the contact center
• Manage vendor relationships and contracts related to contact center technologies
• Ensure compliance with company policies, procedures, and regulatory requirements related to contact center operations
• Manage day-to-day Contact Center operations, including inbound/outbound call handling, email, chat, and social media
• Drive key operational metrics such as service level, abandonment rate, average handle time, and first call resolution
• Oversee and develop team members through coaching, mentoring, and performance feedback
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints
• Monitor and report on key performance indicators to senior leadership
• Identify and implement process improvements to optimize contact center operations
• Manage relationships with vendors and technology providers to ensure optimal performance and service levels

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field
• 7+ years of experience managing a contact center environment, including experience with contact center platforms such as Genesys, Cisco, or Avaya
• 5+ years of experience managing a team of engineers
• Strong technical background in contact center technologies and infrastructure, including networking, hardware, and software
• Strong problem-solving and analytical skills, with the ability to identify and resolve complex technical issues
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
• Experience with Agile methodologies and project management tools
• Knowledge of call center best practices, metrics, and KPIs
• Strong project management skills, with experience in process improvement initiatives
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

[EOE/M/F/D/V. Drug-free workplace.]

Job Type: Full-time

Pay: $90,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Genesys: 7 years (Preferred)
• contact center: 7 years (Preferred)
• managing teams: 5 years (Preferred)

Work Location: Remote

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