Job Description
At arenaflex, we're pushing the boundaries of innovation in the contact center space, and we're looking for a talented IT Tech Lead to join our team. As a key member of our technical leadership team, you'll play a crucial role in shaping the future of our customer service experience. If you're passionate about harnessing the power of technology to deliver exceptional customer experiences, we want to hear from you. **About arenaflex** arenaflex is a leading provider of cutting-edge solutions for the modern contact center. Our team of experts is dedicated to helping businesses like yours thrive in an increasingly complex and competitive landscape. With a focus on innovation, collaboration, and customer satisfaction, we're committed to delivering the best possible experience for our clients and their customers. **Job Summary** As an IT Tech Lead on our Chat Platforms team, you'll be responsible for translating business requirements into full-stack solutions that drive customer satisfaction and loyalty. You'll work closely with our product development team to design, develop, and deploy IVR (Interactive Voice Response) solutions that meet the evolving needs of our customers. With a focus on conversational language, intent identification, and workforce management, you'll help us establish a differentiated value proposition that sets us apart from the competition. **Key Responsibilities** * Translate business requirements into full-stack solutions using Contact Center systems such as Interactive Voice Response (IVR), Call Recording, Intent Identifications, Conversational Language, Workforce Management, and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, etc. * Develop and deliver IVR (Interactive Voice Response) solutions, combined with market insights, to establish differentiated value propositions that solve customer pain points and improve caller experience by designing the best Chat/Chatbot intents. * Troubleshoot on the production platform to resolve Chat and Chatbot related issues by identifying sources of issue and deploying and/or coordinating resources to fix to ensure smooth operation. * Complete Root Cause Analysis within Enterprise Contact Center technology and architecture and recommend solutions to enhance service, including implementation of conversational-based technologies like CCAI and Watson. * Conduct periodic demonstrations for review of existing Chat, Chat to Salesforce/ServiceNow integrations, Chatbot implementations and create proof of concepts and/or proposals for new infrastructure solutions and enhancements. * Identify areas for expansion and improvement by maintaining a forward-looking vision to help assess potential avenues/opportunities to apply contact center technologies with new and unforeseen applications as business experiences exponential growth. **Essential Qualifications** * Masters degree or foreign equivalent in Computer Science, Computer Engineering, or related field * Two (2) years of post-baccalaureate experience as an IT Tech Leader or a related position * Experience must include contact center systems, business analysis, Chatbox/Voicebot design, application performance measurement and reporting, databases, and Agile application development **Preferred Qualifications** * Experience with conversational language, intent identification, and workforce management * Knowledge of IVR (Interactive Voice Response) solutions and their implementation * Familiarity with CCAI and Watson conversational-based technologies * Experience with Agile application development methodologies * Strong analytical and problem-solving skills * Excellent communication and collaboration skills **Skills and Competencies** * Strong technical skills in contact center systems, business analysis, and application development * Excellent analytical and problem-solving skills * Strong communication and collaboration skills * Ability to work in a fast-paced environment and prioritize multiple tasks and projects * Experience with Agile application development methodologies * Familiarity with CCAI and Watson conversational-based technologies **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our employees grow and develop their careers. As an IT Tech Lead, you'll have access to a range of learning and development opportunities, including: * Regular training and development programs * Mentorship and coaching from experienced team members * Opportunities to work on high-profile projects and contribute to the development of our contact center solutions * A dynamic and supportive work environment that encourages collaboration and innovation **Work Environment and Company Culture** arenaflex is a telecommuting-friendly company, and this position will be headquartered in Charlotte, NC but will allow for remote employment from various unanticipated worksites throughout the United States. Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a work environment that's inclusive, supportive, and fun. **Compensation, Perks, and Benefits** arenaflex offers a competitive compensation package, including: * Salary: $120,000 - $150,000 per year * Benefits: Medical, dental, and vision insurance, 401(k) matching, and paid time off * Perks: Flexible work arrangements, professional development opportunities, and a dynamic and supportive work environment **How to Apply** If you're passionate about harnessing the power of technology to deliver exceptional customer experiences, we want to hear from you. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply Job! Apply for this job