Contact Center Engineer

About the Company

Do you love a Challenge? Are you Passionate about technology? Are you customer-obsessed? Looking to innovate? Join NAF Tech!

New American Funding (NAF) is a mortgage lender offering an array of loan options. Established in 2003 and headquartered in Tustin, CA, United States, NAF has a 3,640 + strong workforce across 190 branches and a servicing portfolio of 247,470+ loans and $65.3 billion.

By having a clear understanding of product requests, collaborating with our product teams and designers, and providing solutions to our business problems, this role will provide insights in our development efforts. We're expecting this candidate to be able to make independent decisions, and use their creativity to solve different problems, and most importantly of all, have fun with the team here!

Responsibilities

Creation and modification of call flows, queues, people, roles, permissions, sites, and locations within Genesys Cloud platform

Work with management and stakeholders to determine requirements for new requests.

Create and modify Architect call flows.

Create and update User Accounts for contact centre systems such as Free voice, Genesys, etc.

Support end users with contact centre needs including desktop software support and hardware support.

Manage trouble tickets according to company established SLAs.

Work with contact centre related vendors to resolve issues.

Track and manage contact centre assets.

Assist with optimizing existing processes.

Mentoring other support personnel on hardware and software problem analysis and resolution

Core Competencies :

Experience and / or working knowledge of Genesys Cloud platform.

Genesys Cloud Certification (preferred)

Experience and / or working knowledge of APIs.

Superior analytical, troubleshooting, and problem-solving abilities

Basic programming skills with strong understanding of logic and data types

Understanding of WebRTC and SIP

Basic end user network trouble shooting

Basic knowledge of Wireshark

Desktop support experience

Ability to work successfully in a fast-paced, high-pressure environment.

Demonstrated ability to prioritize tasks and manage time wisely.

Ability to work independently, analyses data, and recommend appropriate actions with minimal supervision.

Resolution oriented with the ability to work in a team environment.

Excellent written and oral communication and customer service skills

Good Documentation skills

Ability to communicate effectively verbally as well as written.