contact center consultant

American Energy Advisors

** We're Hiring! Join American Energy as an Energy Consultant! **Are you energetic, outgoing, and looking for an exciting opportunity to make a difference? American Energy is seeking motivated Call Center Agents to help businesses lower their gas and electric bills through energy deregulation!** Position: Call Center Agent / Energy Consultant** Location: Akron, OH Office** Hours: 9 AM - 5 PM, Monday through Friday** Off on Weekends!** Competitive Hourly Pay + Bonus Incentives ** Daily &amp; Weekly Cash GamesWhat You'll Do:** Connect with local businesses and educate them on energy deregulation opportunities** Offer tailored solutions to help save money on energy bills** Be a friendly, motivated communicator and problem solverWhat We Offer:** A fun, dynamic work environment with opportunities for growth** Competitive pay plus bonus rewards** Stable hours and a healthy work-life balance** No weekends&mdash;just enjoy your time off!Join us at American Energy and turn your communication skills into a rewarding career helping businesses thrive!Interested? Send your resume or apply today and start making an impact!#Hiring #JobOpportunity #CallCenterJobs #EnergySavings #AmericanEnergyJob Type: Full-timePay: $13.00 - $51.59 per hourBenefits:<ul><li>Opportunities for advancement</li><li>Paid time off</li><li>Paid training</li></ul>People with a criminal record are encouraged to applyApplication Question(s):<ul><li>Have you ever done sales before (either in person or via the phone)?</li><li>Are you assertive and/or can convince people to do things?</li><li>Are you reliable when it comes to making it on time and not missing days?</li></ul>Shift availability:<ul><li>Day Shift (Required)</li></ul>Ability to Commute:<ul><li>Akron, OH 44308 (Required)</li></ul>Work Location: In person

Energy Consultant - Call Center

2P Perfect Presentation

<div>
 
 
 Job Description
 
 
 
 As a Contact Center Technical Engineer, you will be responsible for the installation, configuration, maintenance, and support of contact Center solutions to ensure optimal performance and reliability. Your role will involve working closely with clients and internal teams to resolve complex issues, implement new features, and enhance the overall functionality of our contact center systems.
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 
 Installation &amp; Configuration:
 
 Deploy and configure contact Center solutions (Avaya, Cisco, Genesys, Verint, Bright Pattern&hellip;) according to client requirements and industry best practices.
 </li>
 <li>
 
 Troubleshooting &amp; Support:
 
 Provide technical support for contact center systems, diagnose and resolve issues promptly to minimize downtime and ensure high service levels.
 </li>
 <li>
 
 System Maintenance:
 
 Perform regular maintenance and updates on contact center systems to ensure they are up-to-date and functioning efficiently.
 </li>
 <li>
 
 Project Implementation:
 
 Collaborate with project managers and stakeholders to implement new projects or upgrades related to contact center technology.
 </li>
 <li>
 
 Documentation:
 
 Maintain detailed documentation of system configurations, troubleshooting procedures, and best practices.
 </li>
 <li>
 
 Training &amp; Support:
 
 Offer training and support to internal teams and clients on the usage and troubleshooting of contact center systems.
 </li>
 <li>
 
 Performance Monitoring:
 
 Monitor system performance and provide recommendations for improvements to enhance system efficiency and reliability.
 </li>
 <li>
 
 Collaboration:
 
 Work with vendors and third-party service providers to resolve issues and implement new solutions as needed.
 </li>
 <li>
 
 Compliance &amp; Security:
 
 Ensure that all contact center systems comply with industry standards and security policies.
 </li>
 </ul>
 
 
 
 
 
 Job Requirements
 
 
 
 
 Educational Background:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
 </li>
 </ul>
 
 
 Experience:
 
 
 <ul>
 <li>
 Proven experience (typically 3-5 years) as a Contact Center Technical Engineer or in a similar role, with hands-on experience in Avaya, Cisco, Genesys, and/or Verint contact center solutions.
 </li>
 <li>
 Demonstrated experience in installing, configuring, and troubleshooting contact center hardware and software.
 </li>
 <li>
 Experience with network technologies and integration related to contact center systems.
 </li>
 </ul>
 
 
 Technical Skills:
 
 
 <ul>
 <li>
 
 Contact Center Solutions:
 
 Proficient in Avaya, Cisco, Genesys, and Verint systems.
 </li>
 <li>
 
 Networking:
 
 Strong understanding of networking protocols and concepts (e.g., TCP/IP, DNS, DHCP, VPN).
 </li>
 <li>
 
 Operating Systems:
 
 Experience with Windows Server, Linux, and other relevant operating systems.
 </li>
 <li>
 
 Scripting/Programming:
 
 Familiarity with scripting languages (e.g., PowerShell, Python) for automation and troubleshooting.
 </li>
 <li>
 
 Database Knowledge:
 
 Understanding of databases and SQL for managing and querying contact center databases.
 </li>
 </ul>
 
 
 Certifications (Preferred):
 
 
 <ul>
 <li>
 Relevant certifications in Avaya, Cisco, Genesys, or Verint (e.g., Avaya ACE, Cisco CCNP, Genesys Certified Professional).
 </li>
 </ul>
 
 
</div>

Contact Center Technical Engineer

Northwest Bank

<div>NY0705 NY Region Business Office 
Job Description<div>
Start Your Career Where Support Meets Opportunity
Looking for more than just a job? At our Contact Center, you&rsquo;ll find a community that invests in you. With 4&ndash;6 weeks of personalized training, hands-on support from experienced leaders, and a team that&rsquo;s always got your back, you&rsquo;ll be set up for success from day one. Our ergonomic, wellness-focused workspaces help you feel your best&mdash;so you can do your best. And with most of our Supervisors starting in this very role, your future here is full of possibility.
Thank you for your interest in employment at Northwest Bank! Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants should also directly apply to any current open positions of interest to ensure consideration.
Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.
Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis.
Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM.</div><div>
ESSENTIAL FUNCTIONS:<ul><li>
Meet productivity standards and complete work in a timely manner</li><li>
Ensure compliance with scheduling requirements and attendance standards</li><li>
Maintain client and Northwest confidentiality</li><li>
Meet service level standards</li><li>
Achieve Contact Center performance standards</li><li>
Serve as a Contact Center orientation trainer</li><li>
Identify and resolve customer problems in an efficient manner</li><li>
Gather and analyze information skillfully and develop alternative solutions</li><li>
Manage difficult or emotional customer situations</li><li>
Respond promptly to customer needs</li><li>
Respond to requests and meet commitments</li><li>
Speak clearly and persuasively in positive or negative situations</li><li>
Educate clients on the benefits of Northwest products and services</li><li>
Approach others in a tactful manner and reacting well under pressure</li><li>
Demonstrate accuracy and thoroughness</li><li>
Look for ways to improve and promote quality</li><li>
Demonstrate excellent listening and interpretative skills</li><li>
Demonstrate the ability to establish collaborative customer relationships in a fast paced environment</li><li>
Aim to resolve customer inquiries utilizing a First Call Resolution approach</li><li>
Appropriate use of established call policies and procedures and scripts</li><li>
Provide support of Northwest technical products and services</li><li>
Ability to troubleshoot online access issues</li><li>
Make all outbound calls as delivered and instructed in an efficient manner</li><li>
Document results as instructed</li><li>
Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>
Work as part of a team</li><li>
Work with on-site equipment</li></ul>
KNOWLEDGE, SKILLS, AND ABILITIES:<ul><li>
Ability to establish effective working relationships among team members and participate in solving problems and making decisions</li><li>
Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written</li><li>
Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information</li><li>
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information</li><li>
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas</li><li>
Knowledge of Northwest products and services</li><li>
Knowledge of computer, mobile app and bill pay systems</li><li>
Knowledge and proficiency of debit and credit card systems</li><li>
Knowledge of Northwest&rsquo;s automated system</li></ul>
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:<ul><li>
High School Diploma or Equivalent preferred</li><li>
Associate Degree in Related Subject preferred</li></ul>
Work Experience:<ul><li>
Customer Service Experience preferred</li><li>
Good Technological Background preferred</li></ul>
COMPENSATION:
The pay range for this position is generally $16.50 to $18.50 per hour. Shift differentials are provided for hours worked outside of standard office operations. Actual pay is based on various factors including but not limited to the successful candidate&rsquo;s experience, skills, and knowledge. Benefits are also available.
#LI-EB1</div> 
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

Contact Center Specialist - Buffalo, NY

<div>PA0740 Erie Contact Center 
Job Description<div><div>
Start Your Career Where Support Meets Opportunity
Looking for more than just a job? At our Contact Center, you&rsquo;ll find a community that invests in you. With 4&ndash;6 weeks of personalized training, hands-on support from experienced leaders, and a team that&rsquo;s always got your back, you&rsquo;ll be set up for success from day one. Our ergonomic, wellness-focused workspaces help you feel your best&mdash;so you can do your best. And with most of our Supervisors starting in this very role, your future here is full of possibility.
Thank you for your interest in employment at Northwest Bank! Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants should also directly apply to any current open positions of interest to ensure consideration.
Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.
Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis. Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM.</div><div>
ESSENTIAL FUNCTIONS:<ul><li>
Meet productivity standards and complete work in a timely manner</li><li>
Ensure compliance with scheduling requirements and attendance standards</li><li>
Maintain client and Northwest confidentiality</li><li>
Meet service level standards</li><li>
Achieve Contact Center performance standards</li><li>
Serve as a Contact Center orientation trainer</li><li>
Identify and resolve customer problems in an efficient manner</li><li>
Gather and analyze information skillfully and develop alternative solutions</li><li>
Manage difficult or emotional customer situations</li><li>
Respond promptly to customer needs</li><li>
Respond to requests and meet commitments</li><li>
Speak clearly and persuasively in positive or negative situations</li><li>
Educate clients on the benefits of Northwest products and services</li><li>
Approach others in a tactful manner and reacting well under pressure</li><li>
Demonstrate accuracy and thoroughness</li><li>
Look for ways to improve and promote quality</li><li>
Demonstrate excellent listening and interpretative skills</li><li>
Demonstrate the ability to establish collaborative customer relationships in a fast paced environment</li><li>
Aim to resolve customer inquiries utilizing a First Call Resolution approach</li><li>
Appropriate use of established call policies and procedures and scripts</li><li>
Provide support of Northwest technical products and services</li><li>
Ability to troubleshoot online access issues</li><li>
Make all outbound calls as delivered and instructed in an efficient manner</li><li>
Document results as instructed</li><li>
Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>
Work as part of a team</li><li>
Work with on-site equipment</li></ul>
KNOWLEDGE, SKILLS, AND ABILITIES:<ul><li>
Ability to establish effective working relationships among team members and participate in solving problems and making decisions</li><li>
Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written</li><li>
Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information</li><li>
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information</li><li>
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas</li><li>
Knowledge of Northwest products and services</li><li>
Knowledge of computer, mobile app and bill pay systems</li><li>
Knowledge and proficiency of debit and credit card systems</li><li>
Knowledge of Northwest&rsquo;s automated system</li></ul>
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:<ul><li>
High School Diploma or Equivalent preferred</li><li>
Associate Degree in Related Subject preferred</li></ul>
Work Experience:<ul><li>
Customer Service Experience preferred</li><li>
Good Technological Background preferred</li></ul>
#LI-EB1</div></div> 
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

Contact Center Specialist - Erie, PA

WESCOM CREDIT UNION

<div>Please use Firefox or Chrome internet browser to complete this application<h2 class="jobSectionHeader">
Current Wescom Employees: Please visit the Career Center in Workday to search and apply for a current job opening.</h2><h2 class="jobSectionHeader">
We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.</h2>
Salary Grade:
155N
Salary Pay Range for This Position:
$29.26 - $42.47<div>
POSITION SUMMARY:
As a multi-channel communication contact center, the Member Contact Center (MCC) is required to maintain a high and consistent level of member service that supports our strategic goals.
The Real Time Analyst is responsible for monitoring daily metrics and real time states of contact center representatives utilizing available workforce management tools. Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are logged on and available to assist incoming calls, chats and emails. Monitor contact center inbound and outbound, scheduled and unscheduled as well as off phone activities for representatives in real time to ensure adherence to schedules. The Real Time Analyst will have system access to view daily performance compared to the Workforce Management (WFM) forecast. The actions and deliverables of this position directly influence the service level performance of service to our members and ultimately end user satisfaction.
Required to collaborate and communicate with Workforce Management and the MCC Assistant Manager-Operations to ensure understanding of metrics and provide tracking to support representative&rsquo;s attendance and adherence performance.
ESSENTIAL POSITION FUNCTIONS:
Manages the call volume, daily attendance, break and lunch schedules, team meetings and training as published by Workforce Management
Monitors and adjust resource work schedules to ensure adequate resource coverage and achieve service level targets
Administers volume contingency action plans as deemed necessary and appropriate.
Works closely with the operations team to analyze and help improve their delivery processes
Generates ideas for process and service improvement planning
Produces daily, biweekly and monthly internal reports
Answers Floor Monitor/Attendance Line Calls during shift as required
Provides assistance with the integration and implementation of new call center technologies.
Maintains proficiency in technology applications, including the operating system and ancillary systems. Must be knowledgeable with Excel. Contributes to organizational efforts in process improvements.
Ensures department compliance with audit and security standards, policies and procedures, and loss prevention measures. Maintains confidentiality of Credit Union and member records.
Communicates well, both verbally and in writing, effectively shares information and ideas with others, and demonstrates good listening skills.
Ensures individual appearance reflects the desired level of professionalism. Maintains the physical environment of the department according to Wescom standards.
Maintains good attendance and punctuality in adherence with Wescom policy.
EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:
High School graduate.
Previous financial industry and customer service experience preferred.
Knowledgeable with industry standard call center metrics
Bachelor&rsquo;s Degree or Minimum of one year of experience in a multi-channel call center environment
Intermediate knowledge of various forecasting / scheduling software
Strong organizational skills; attention to detail and accuracy
Strong analytical and problem solving skills
Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
Excellent communication skills, both written and oral. Possess good decision making and analytical skills, and ability to exercise good judgment. Ability to maintain confidentiality of credit union and member records.
COMPUTER SKILLS:
Proficient in Microsoft applications (Word, Excel, Outlook). Must be proficient in technology applications including the Credit Union&rsquo;s operating system and specialized software required for performance of position.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages and to create and interpret bar graphs.
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. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
This position may qualify as Remote or Hybrid with a home base at one of Wescom&rsquo;s offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time and for any reason or no reason, with or without notice by Wescom or Employee.
The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.
The noise level in the work environment is moderately quiet. It is a non-smoking environment.
The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.</div><h3 class="jobSectionHeader">
If you are applying for a Hybrid/Remote position, please note applicants are required to reside within our Wescom service areas which are defined as the following counties: Los Angeles, Orange, San Bernardino, Riverside, Ventura, Santa Barbara, San Diego, Imperial ,Fresno, Kern, Kings, Madera, Merced, Mariposa, Monterey, San Benito, San Joaquin, San Luis Obispo, Santa Cruz, Stanislaus and Tulare counties.</h3></div>

Member Contact Center Real Time Analyst

<div>NY0705 NY Region Business Office 
Job Description
JOB SUMMARY
The Senior Contact Center Specialist is responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. This position works to achieve monthly call quality performance while educating clients on products and services. This position assists with answering questions for prospect and existing clients, helping with client retention efforts, and support of Contact Center Specialists with questions through our normal escalation process within the Contact Center.
This position is eligible for a shift differential.
Essential Functions<ul><li>Meet productivity standards and complete work in a timely manner</li><li>Ensure compliance with scheduling requirements and attendance standards</li><li>Maintain client and Northwest confidentiality</li><li>Meet service level standards</li><li>Achieve Contact Center performance standards</li><li>Written correspondence proficiency, accurately and professional responding to customer inquiries</li><li>Perform office administration tasks</li><li>Serve as a Contact Center mentor to new hires</li><li>Serve as subject matter expert and answers peer inquires and client escalations</li><li>Back up Contact Center Supervisors as needed</li><li>Identify and resolve customer problems in an efficient manner</li><li>Gather and analyze information skillfully and develop alternative solutions</li><li>Manage difficult or emotional client situations</li><li>Respond promptly to client needs</li><li>Respond to requests and meet commitments</li><li>Speak clearly and persuasively in positive or negative situations</li><li>Educate clients and possess extensive knowledge of technical support of products and services</li><li>Approach others in a tactful manner and react well under pressure</li><li>Demonstrate accuracy and thoroughness</li><li>Look for ways to improve and promote quality</li><li>Demonstrate excellent listening and interpretative skills</li><li>Demonstrate ability to establish collaborative customer relationships in a fast paced environment</li><li>Aim to resolve customer inquiries utilizing a First Call Resolution approach</li><li>Appropriate use of established call processes and procedures and scripts</li><li>Ability to troubleshoot online access issues</li><li>Answer customer chat, email and secure message requests in an efficient manner</li><li>Make all outbound calls for different calling campaigns as delivered and instructed in an efficient manner</li><li>Document results as instructed</li><li>Utilize cross selling efforts of products and services with clients</li><li>Provide solutions to clients based on their needs</li><li>Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>Work as part of a team</li><li>Work with on-site equipment</li><li>Complete other duties and special projects as requested by management</li></ul>
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
High School Diploma or equivalent preferred
Associate's Degree preferred
Work Experience
Less than 2 years Banking/financial and contact center experience preferred
Good technical experience preferred
General Employee Knowledge, Skills, and Abilities<ul><li>Ability to establish effective working relationships among team members and participate in solving problems and making decisions</li><li>Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written</li><li>Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information</li><li>Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information</li><li>Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas</li></ul><div></div>
Additional Knowledge, Skills and Abilities
Ability to adapt to a quick changing environment
Knowledge of Northwest products and services
Knowledge of computer, mobile app and bill pay systems
Knowledge and proficiency of debit and credit card systems
Knowledge of Northwest&rsquo;s automated system
Technological understanding of computers and online systems
The pay range for this position is generally $18.50 to $21.00 per hour. Actual pay is based on various factors including but not limited to the successful candidate&rsquo;s experience, skills, and knowledge. Benefits are also available.
All applicants will be screened; however, only those most closely matching the qualifications of the job posting will be contacted. You can check the status of your application by logging back into your account. We appreciate your interest in our position!
#LI-EB1 
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

Senior Contact Center Specialist

Disruptive IT LLC

Overview Core Platform Expertise<ul><li>Oracle Siebel CRM (Contact Center / Call Center modules)Strong hands-on experience configuring and supporting Siebel for high-volume customer service environments.</li><li>Siebel Tools</li><li>Business Components, Business Objects</li><li>Applets, Views, Screens</li><li>Workflows and Runtime Events</li><li>Task UI and service workflows</li><li>Scripting (eScript / Siebel VB)</li><li>Data Model and Configuration</li><li>Extension tables</li><li>Joins and links</li><li>Picklists, LOV management</li><li>Data validation and business rules</li></ul>Contact Center Capabilities<ul><li>Experience implementing and supporting agent workflows including:</li><li>Case / Service Request management</li><li>Customer interaction history</li><li>Knowledge management integration</li><li>Complaint and escalation workflows</li><li>Agent desktop configuration</li><li>Omnichannel interaction management</li><li>Understanding of how Siebel supports:</li><li>inbound call workflows</li><li>agent screen-pops</li><li>guided resolution processes</li><li>customer 360 views</li></ul>CTI and Telephony IntegrationExperience integrating Siebel with telephony platforms using Computer Telephony Integration (CTI).Typical environments include:<ul><li>Siebel CTI Toolbar</li><li>Open UI integrations</li><li>Telephony platforms such as:</li><li>Cisco UCCE / UCCX</li><li>Avaya</li><li>Genesys</li><li>NICE</li></ul>Capabilities include:<ul><li>screen-pop configuration</li><li>call event handling</li><li>agent state management</li><li>interaction logging</li></ul>Integration and MiddlewareExperience integrating Siebel with enterprise systems.Technologies may include:<ul><li>Siebel EAI</li><li>Web Services (SOAP / REST)</li><li>Integration Objects</li><li>XML messaging</li><li>JMS / middleware platforms</li><li>Oracle SOA Suite</li><li>API integrations with billing, identity, and customer systems</li></ul>Performance and ScalabilityExperience supporting large contact center deployments.Skills include:<ul><li>Siebel performance tuning</li><li>SQL and database optimization (Oracle DB)</li><li>Batch processing and EIM</li><li>Workflow performance tuning</li><li>Load troubleshooting for high agent concurrency</li></ul>Deployment and ArchitectureExperience in enterprise Siebel environments including:<ul><li>Siebel Server architecture</li><li>Gateway / Application Interface</li><li>Open UI deployments</li><li>Multi-environment release management</li><li>Dev / Test / Prod lifecycle</li></ul>Experience working with:<ul><li>Linux / Unix server environments</li><li>Web servers (Apache / Tomcat)</li><li>CI/CD or release automation</li></ul>Contact Center Operations UnderstandingMid-to-senior candidates should also understand operational realities:<ul><li>agent productivity workflows</li><li>call center KPIs</li><li>escalation processes</li><li>regulatory environments (healthcare, financial services, government)</li></ul>Preferred ExperienceSiebel Open UI customizationJavaScript developmentSiebel upgrade or modernization projectsMigration to cloud or hybrid architecturesExperience with large government or enterprise customer service platformsPay: $50.00 - $115.00 per hourWork Location: Remote

Oracle Siebel Contact Center – Mid to Senior Level

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