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***Position can work remotely, but some on-site work will be required when consulting with our customers.
***It is preferred that the candidate live in NC to enable on-site consultation as needed.
Major duties and responsibilities: Include concise pertinent organizational information and specific task statements to ensure that applicants understand the position. This text will appear on the OSP Career Opportunities web site((link removed)), the DIT web site, and, if you choose, in advertising media.
The primary purpose of the Contact Center Engineering and Planning (CCE&P) group is the design and engineering of enterprise and agency specific Contact Center technologies. To enable proper designs and configurations the team is responsible for: general customer consultation; service requirements; business planning with agencies; business and technical planning for service migrations and upgrades; project management oversight of new service deployment; technical management of new service deployments including improvement and capacity plans. Team members manage vendor contracts and serve as third tier technical support for trouble resolution associated with Contact Center (CC) technologies. This team is a part of the Service Delivery, Network Engineering & Telephony division of DIT.
This key position within CCE&P is responsible for the planning, design, and implementation of enterprise and agency specific CC solutions. This position works with other E&P engineers to expand enterprise solutions and explore new technologies. This position supports the Communication Services team in formulating solutions to issues confronting the agencies and institutions of North Carolina State Government. This includes business process consulting, requirements gathering, financial benefit analysis, and engineering and design of evolving new DIT services in the hosted cloud space. The engineer should have strong technical knowledge of contact center technologies including ACD, IVR, dialer, workforce optimization, CRM integration, and multi-channel. Consults with agencies on sophisticated business process re-engineering, the roll of contact center technology, and functions as a subject matter expert. This position assumes a leadership role in analyzing customer requirements and providing technical knowledge, systems integration and expertise to design and implement appropriate solutions using enterprise products and services. Accountable for the technical validity and interoperability of solution and/or the direct relationship with the customers strategic business plans.
Knowledge, Skills, and Abilities (Required) and Management Preferences (optional).
Describe any specialized skills/competencies required for the job. Focus on skills and avoid describing preferences with years of experience. Licensures and certifications can be listed as preferences. The minimum training and experience use years of experience and is established by OSHR. You may add additional requirements to this area. By doing so you will not receive applicants that do not meet these additional requirements. Do not add education requirements here. We will add the state's required education and experience.
Extensive experience in the design of contact centers utilizing hosted cloud vendor solutions by NICE inContact & Genesys is desirable, along with CC operational experience. The engineer must possess strong technical knowledge of contact center technologies including ACD, IVR, dialer, workforce optimization, CRM integration, and multi-channel. Should have a working knowledge of web services, telecommunications products and services including IP Telephony and SIP, SaaS, and networking technologies such as TCP/IP, HTTP and SFTP. Working knowledge of cloud connectivity infrastructure is desirable.
Experience in delivering customer-focused solutions based on customer needs with minimal guidance, and exercise sound judgement and decision making in high-pressure situations across multi-platform/system/vendor environments.
The engineer must be customer service oriented, highly organized, and extremely effective in using interpersonal communications skills in this position. Must be able to establish and maintain effective and productive working relationships with other DIT units, Agency customers, and vendors. The engineer must have good organizational skills, ability to meet deadlines, work under time constraints, and have a strong self-starter personality.
Excellent listening, negotiation, and presentation skills with the ability to solve unique and challenging customer requirements to optimize operations, support employee engagement and improve the citizen experience.
The engineer must partner with the operations team on the design, documentation, testing and implementation of each agency's hosted contact center solution. The engineer must communicate effectively when responding to client problems or questions including technical information to non-technical personnel.
This position requires thorough knowledge of personal computer operations and computer software packages involving the use of WebRTC, databases, spreadsheet, word processing, and graphics. The engineer will work with a personal computer and must possess software skills in Microsoft Word, EXCEL, PowerPoint, MS Project, and Visio.
Description of Responsibilities and Duties
50% - Strategic and tactical direction for Cloud Contact Center Services
In cooperation with management, clients, and vendors, this position is responsible for ensuring contact center technologies are adequately planned, assessed, implemented, transitioned into operation in a manner that assures business value, compatibility, standardization, security, and availability. Maintains knowledge of contact center services sufficient to ensure these objectives are met.
Includes business process consulting, requirements gathering and engineering and design of evolving contact center technologies. Consult with agencies on sophisticated business process re-engineering and the roll of contact center technology.
15% - Research and Development of Enterprise CC Services
Works with the Service Owner, Service Director, and other appropriate people in the organization in the exploration of new technologies that can either reduce cost or provide needed functionality to DIT customers. Plan migration and implementation strategies for these technologies into enterprise voice architecture. In addition to these responsibilities the incumbent must provide scheduled status reports and participate in ad hoc technology test and trials.
25% - Service Lifecycle Management
Ensures the existing CC service portfolio has the following attributes:
meets feature and functional requirements,
is technically sound,
appropriate level of reliability, security, and redundancy,
upgraded within DIT policy and standards,
platforms and supporting infrastructure have adequate capacity for existing and anticipated demand
Hardware and software engineering, design, and procurement support for Contact Center technologies. Provides leadership to Solution Development/agency teams in selecting and procuring voice technology.
Develops design standards and templates to aid in Service Transition & Support activities.
10% - Enterprise Cloud Contact Center (ECC) Support
Partner with the operations team on the design, documentation, testing and implementation of the full array of Contact Center functionality. Serve as 3rd tier technical escalation contact for ECC applications.
Connvertex Technologies Inc.
