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Contact Center Engineer - Remote, US

at Navient in Augusta, Maine, United States

Job Description

Earnest’s mission is to make higher education accessible and affordable for everyone. We empower past, present, and soon-to-be students to maximize their financial futures through thoughtful guidance and impactful products.

We build tools that help people feel in control of their financial future, including:

+ Private student loans – low rates, people-first service, and flexible payments.

+ Student loan refinancing – break free from high interest rates or monthly payments.

+ Scholarships – access to thousands of scholarships to help students pay less.

The Contact Center Engineer position will report to the Director, Customer Experience.

As the Contact Center Engineer, you will:

+ Oversee the configuration and customization of contact center software to align with business requirements and assess, select and implement contact center tools and technologies.

+ Engaging in close collaboration with IT, Engineering, and vendor support teams to efficiently implement new tools, upgrade existing ones, and promptly address and resolve any technical challenges that may arise.

+ Identifying opportunities for process automation through technology to streamline contact center workflows, improve agent efficiency, and enable customers to self-serve through self-help portals or interactive voice response (IVR) systems.

+ Implement process changes and automation to enhance agent productivity and customer experience.

+ Liaise with cross-functional stakeholders (e.g., customer support teams, IT, business units) to understand their requirements and align contact center technology accordingly.

Your Impact:

+ Overseeing and optimizing our contact center technologies, ensuring seamless operations, and enhancing the overall customer support experience.

+ Leading and supporting technology migration projects to ensure smooth transitions to newer platforms.

About You:

+ 6+ years experience managing contact center software in a call center environment.

+ Proven experience in leading and developing at least one person, preferably in a contact center environment.

+ Strong knowledge of contact center technologies, including but not limited to Zendesk, Nice InContact CX1, Ada Chatbot, and related systems.

+ Experience in project management, process improvement, and technical mentoring.

Even Better:

+ Contact Center Certification: Obtaining certifications specific to contact center technology, such as CCCE (Contact Center Engineer), can demonstrate specialized knowledge and expertise in this field.

+ Project Management Certification.

+ Customer Experience (CX) Training.

About Us:

What makes an “Earnie” culture:

+ Drivers – Drivers are satisfied by making things happen, not coming along for the ride. They feel a strong sense of ownership for their projects and teams and demand high standards from themselves and others.

+ Humility – Humble team players check their egos and consider the team’s needs above their own. They are self-aware of their strengths and opportunities for improvement.

+ Growth Mindset – People with a growth mindset approach challenges and failures as learning opportunities. They seek feedback to improve, give feedback to others, and genuinely want to perform well.

Earnies are committed to helping students live their best lives, free from the stress of student debt. If you’re as passionate as we are about our mission, read more below, and let’s build something great together!

Earnest believes in enabling our employees to live their best lives. We offer a variety of perks and competitive benefits, including:

+ Health, Dental, & Vision benefits plus savings plans

+ Work anywhere in the U.S.

+ Mac computers + work from home stipend to set up your home office

+ Monthly internet and phone reimbursement

+ Employee Stock Purchase Plan

+ RSUs

+ 401(k) plan to help you save for retirement plus a company match

+ Robust tuition reimbursement program

+ $1,000 travel perk on each Earnie-versary to anywhere in the world

+ Competitive days of annual PTO

+ Annual “my day”

+ Pet insurance!

+ Competitive parental leave

+ Plenty of Earnest swag, optional in person team gatherings, picnics, celebrations, and plenty of fun virtual events

At Earnest, we are committed to building an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity, inclusion, equity, and belonging enables us to move forward with our mission. We are dedicated to adding new perspectives to the team and encourage anyone to apply if your experience is close to what we are looking for.

Earnest provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status disability or genetics. Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance.

\#LI-AC1

A little about our pay philosophy: We take pride in compensating our employees fairly and equitably. We are showcasing a range of your potential base salary, determined primarily based on a candidate’s location. Earnest takes a market-based approach, categorizing U.S. locations into one of five zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will also be determined based on job-related qualifications, internal compensation, and budget. This range may be modified in the future.

Pay Range

$110,000-$137,000 USD

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Job Posting: JC258646170

Posted On: Apr 20, 2024

Updated On: May 23, 2024

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