Job description

Voice Telecommunications Analyst (Five9)

Company / Location Information

Water technology is one of the fastest-growing industries in the world, and, as a leading global water technology company, A. O. Smith Corporation is at the center of the trend. We are a $3 billion company with 144-year history and employ more than 16,000 men and women. With manufacturing operations in the United States, Canada, Mexico, China, India, and Europe, A O. Smith has the global reach to serve customers worldwide. We have sales and distribution in more than 60 countries around the world. A. O. Smith is committed to continuous improvement, not just in its factories and its processes, but in its people. We value people who are able to analyze problems and take rapid, decisive action.

What is great about this opportunity?

· You will be joining a stable, but growing organization committed to strong financial performance, strategic acquisitions, global expansion and the highest ethical standards of conduct.

· You will be representing a company that makes products that improve quality of life and are considered top of the line.

· You will be joining a cohesive team that supports each other in accomplishing shared goals.

What you will do

Under general directions, the Telecommunications Analyst will be responsible for guiding functional projects, enhancements, changes, and change control for our cloud contact center solution.

You will be responsible for helping design, test, document, and implement approved changes and enhancement requests. As part of the Customer Engagement Solutions team, you will help optimize customer service processes, customer experience, research new technologies and ensure delivery required to achieve business success.

Qualifications

· Bachelor's Degree in Information Technology Management or Computer Science, or equivalent experience

· Minimum of 4 years of contact center, telephony, or unified communications related work experience

· CCaaS or on-premises contact center platform experience

Responsibilities

· Provide continuous leadership for Contact Center as a Service (CCaaS) product performance and future development within the A.O. Smith roadmap.

· Accountable for and serve as an authority on all aspects of CCaaS solutions.

· Serve as product owner for CCaaS supported products, including but not limited to Observe.AI, Clearview, Zoom.

· Maintain an understanding of the A.O. Smith strategic vision and the CCaaS solution portfolio.

· Coordinate with stakeholders as needed to determine business needs or requirements.

· Accountable for the completion of product enhancements and projects, as well as achievement of business objectives through analysis, scoping, planning, budgeting, and execution.

· Identify customer expectations and unmet needs and create solutions that address gaps and enhance customer experience.

· Functionally manage integrations between CCaaS platform and CRM Systems as well as SAP.

· Serve business need for inbound, outbound, and blended CCaaS solutions.

· Evaluate and recommend new products and systems to improve CCaaS platform and related telecommunications reliability and productivity.

· Create or review all documentation to aid in use, support, governance, troubleshooting, disaster recovery practices, security initiatives, and cross-training.

· Collaborate with CES team to develop strategic vision; translate vision into clear and defined business requirements to drive functional specifications and technical requirements

· Direct the prioritization of projects and enhancements to align with business roadmap and objectives

What You Will Bring

· Bachelor's Degree in Information Technology Management or Computer Science, or equivalent experience.

· Minimum of 4 years of contact center, telephony, or unified communications related work experience.

· CCaaS or on-premises contact center platform experience. Five9 preferred.

· Knowledge of Workforce Management principals and contact center related KPIs.

· Contact center or agent experience is preferred.

· Bilingual in English/Spanish is preferred.

· Excellent oral and written communication skills.

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Relocation assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Nashville, TN 37228: Reliably commute or willing to relocate with an employer-provided relocation package (Required)

Work Location: Hybrid remote in Nashville, TN 37228

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