Acts as administrator for the Genesys system in an omnichannel call center environment, troubleshooting system incident tickets and managing Genesys Care tickets.
Responsible for administration tasks including configuration, management, and enhancement of the system, as well as change management adherence and documentation.
Contributes to defining direction for new products, processes, standards, or operational plans based on business strategy, working on proof of concept and solution selection.
Henry Ford Health is an academic health system committed to advancing health and improving lives, providing a comprehensive continuum of care including primary, specialty, virtual care, pharmacy, home health, and more. With 12 hospitals and hundreds of ambulatory locations, it is one of the nation's leading health systems, fostering a culture of purpose, collaboration, and belonging.
Serve as the initial point of contact for Talkdesk’s platform issues, capturing incident details and classifying impact and severity.
Provide support for Reporting, Workforce Management, and Quality Management applications, including triage, configuration, and troubleshooting.
Maintain rigorous ticketing hygiene, SLA compliance, and knowledge base maintenance while communicating with government or education customers.
Talkdesk is a global leader in Customer Experience Automation (CXA) using AI to transform customer interactions. The company has a large, diverse team of innovators and has been recognized on the Forbes Cloud 100 for seven consecutive years.
Plan, design, and execute end-to-end deployment projects for cloud call-handling solutions.
Provide advanced technical training and knowledge transfer to customers throughout the deployment process.
Be a trusted advisor to customers, providing ongoing support during and after implementation.
Axon is a public safety technology company that develops devices and cloud software to protect life. The culture is fast-paced, challenging, and meaningful, with a focus on candor, care, and diversity.
Provide L3 production support for NICE CXone contact center environments, including ACD, IVR, call routing, and digital channels.
Monitor platform health using Splunk, Zabbix, CloudWatch, or Datadog, and drive incident management and root cause analysis.
Collaborate with cross-functional teams to troubleshoot APIs, CRM, and cloud integrations while supporting deployments and automation improvements.
Miratech is a global IT services and consulting company that helps enterprises drive digital transformation. With nearly 1000 professionals across 30+ countries, it maintains a 99% project success rate and a culture of relentless performance.
Implement and support enterprise voice platforms including Cisco, Avaya, Five9, and Microsoft Teams.
Troubleshoot voice issues and perform incident triage using tools like Wireshark and Aternity.
Manage ServiceNow queues and support carrier integrations and SIP trunking.
BETSOL accelerates cloud transformation for enterprises with AI and cloud-native solutions. They maintain a 2x industry average net promoter score and hold multiple engineering patents, with offices in the US and India.
Administer enterprise voice platforms (Cisco, Teams, Avaya, Five9) for provisioning and service requests.
Manage ServiceNow queues, tickets, and user workflows for telecom lifecycle activities.
Provide end-user support and collaborate with IT, vendors, and teams during Eastern business hours.
BETSOL engineers AI-powered enterprise solutions, accelerating cloud transformation for businesses across 17+ countries. With a nimble team, they hold patents and industry awards, maintaining a NPS 2x the industry average.
Oversee delivery of services across assigned customer portfolio, ensuring end-to-end contract deliverables.
Proactively manage customer experience, forecast, track, and report on recurring service engagements.
Drive adherence to best practices, manage engineer workloads, and advocate for customers across the organization.
NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. The company is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score.
Lead strategic implementations of CXA and CCaaS solutions with new and existing customers, ensuring alignment with use cases and industry best practices.
Provide guidance and hands-on support to internal teams, external partners, and customers during implementation, ensuring technical alignment and project success.
Drive post-implementation success and customer adoption by offering strategic guidance, best practices, and actionable recommendations.
Talkdesk pioneers Customer Experience Automation (CXA), redefining how brands interact with customers through AI. The company is a global leader with a team of courageous innovators, fostering an inclusive culture where diverse perspectives drive success.
Build high-performing teams and provide leadership, skill development, and mentorship to technical staff.
Act as an escalation point for critical situations and manage team performance metrics.
Serve as a subject matter expert during pre-sales activities and manage P&L for the practice area.
Trace3 is a leading Transformative IT Authority providing unique technology solutions and consulting services to clients. With over 1,200 employees across the United States, the company embodies the spirit of a startup with the advantage of a scalable business.
Provide second and third level technical support for Cisco Enterprise Collaboration infrastructure and endpoints.
Troubleshoot and resolve device problems for MSC customers and collaborate with other engineers.
Mentor and assist in management, testing, and deployment of new technologies.
ePlus is a technology solutions company that provides managed services and engineering-centric solutions. Their team is passionate, skilled, and driven to deliver solutions that make a real difference.
Lead end-to-end implementation and ongoing administration of Zoom Contact Center platform
Manage integrations with CRM and business systems, and drive continuous improvement
Provide Tier 3 support, mentor junior staff, and participate in on-call rotation
The Ward Law Group is an award-winning personal injury law firm dedicated to changing lives one client at a time. Recognized as one of the Best Places to Work, it fosters a collaborative, innovative, and high-accountability culture.
Lead workforce forecasting, scheduling, and staffing planning across a global, 24/7 multi-channel contact center supporting remote clinical staff.
Monitor real-time adherence, track key workforce metrics, and configure Genesys Cloud settings for WFM/WEM, queue design, and skills-based routing.
Oversee contact center payroll operations, including timecard approvals, PTO, holiday pay, shift differentials, and incentive compensation.
ComPsych is the worldwide leader in organizational mental health, well-being, and absence management, igniting human potential in workplaces globally. For over 40 years, we have combined technology with human expertise, serving more than 78,000 customers worldwide and touching over 160 million lives across 200 countries.
Configure and maintain CCaaS platforms, IVR, and conversational AI systems for client environments.
Support new client implementations and ensure operational readiness through testing and documentation.
Monitor platform incidents and manage vendor support cases to ensure system stability.
This company operates a multitenant digital contact center platform serving multiple financial institution clients. The team is fully remote and highly collaborative, focusing on operational readiness and technology integration.
Own daily operational execution, SLA compliance, quality scores, and site performance across partner-managed queues.
Lead vendor huddles, performance reviews, and root cause analysis to drive continuous improvement.
Serve as primary operational point of contact for vendor leadership and align workforce planning with WFM.
Twilio is a cloud communications company that empowers developers to build personalized customer experiences through innovative APIs. With hundreds of thousands of business customers and a remote-first culture, Twilio fosters global inclusion and a collaborative team environment.
Lead multiple customer implementation projects of varying complexity from kickoff to successful production launch.
Manage scope, schedule, milestones, customer expectations, and risks throughout the implementation lifecycle.
Serve as the primary customer contact, translating business objectives into scalable platform configurations and best practices.
Amwell provides a technology-enabled care platform for digital health services, transforming healthcare through innovation and clinical excellence. With nearly two decades of service to major healthcare organizations, the company fosters a collaborative, customer-focused culture that values teamwork and continuous improvement.
Provides expert technical support across infrastructure, LAN, and WAN environments.
Delivers remote and onsite support, troubleshooting complex issues and implementing projects.
Acts as a key escalation point, partnering with clients to design effective solutions.
New Era Technology provides end-to-end technology solutions to securely connect people, places, and information. With a global team of over 3,000 professionals, they foster a team-oriented culture that prioritizes personal and professional development.
Design and implement NICE-based routing solutions, develop secure IVR applications, and migrate legacy call center systems to modern omnichannel platforms.
Coordinate release planning, development, testing, and releases for multiple agencies IVR enhancements.
Provide technical support and troubleshooting assistance to customers and internal teams.
Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation. The company retains nearly 1000 full-time professionals and has a culture of Relentless Performance.
Partner with Account Executives to drive pre-sales activities including demonstrations, Proof-of-Concept, and technical presentations.
Establish yourself as a trusted advisor by leading technical discovery, designing solutions, and building customer trust in Twilio's APIs.
Contribute to the broader Engineering community through knowledge sharing, building demo materials, and solving complex technical challenges.
Twilio is shaping the future of communications by delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. They are a remote-first company with a strong culture of connection and global inclusion, where diverse experiences make a global impact.
Diagnose and resolve customer connectivity, configuration, and messaging issues using self-service tools.
Manage on-call shifts, respond to critical support issues, and serve as Incident Manager during major incidents.
Clearly communicate technical concepts to customers and internal teams, teaching them to use tools independently.
Redox provides a healthcare interoperability platform connecting over 12,000 systems, processing over 1.2 billion messages per month. The company fosters a 100% remote-first culture with a collaborative and committed team.