Remote - Workforce Telephony Consultant

It’s a great time to join AAA The Auto Club Group! 

JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD

Job Type:

Exempt/Non Exempt:

Job Description:

Primary Duties and Responsibilities

This position will help to identify opportunities to drive increased adoption and drive ROI of our telephony system.

The incumbent plays a variety of roles from leading design sessions with customers, creating design documentation, testing, and training stakeholders on Genesys routing platforms. This position may serve as a project or internal team escalation point for any concerns related to the desired customer experience, mostly in design and testing phases of the project. The type of work may include designing and implementing new call flows, development of new skills/workgroups, and support of new IVR flows.  Responsible for creating and documenting best practices for design, testing, and training.

Total Compensation Overview

• Workforce Telephony Consultant will earn a competitive salary of $72,737.60 - $113,131.21 annually with annual bonus potential based on performance.

• Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:

• 401k Match

• Medical

• Dental

• Vision

• PTO

• Paid Holidays

• Tuition Reimbursement

Required Qualifications

Education:

• Bachelor’s degree in Computer Sciences, Data Sciences, Information technology, Computer Programing, or Software Engineering, or equivalent work experience required

Experience:

• 5+ years of experience and proven experience with Genesys contact center technology.

• 4+ years of experience deploying, testing, and supporting technology projects in a customer facing environment.

Knowledge and Skills:

• WFM Principles; WFM Tools such as Alvaria, NICE IEX, Verint, Genesys, & Intradiem; Telephony Platforms such as Genesys i3, Genesys Cloud, Five9, Avaya, & Cisco

• Design, implement, and maintain Genesys contact center solutions to maximize staff efficiency and improve customer experience.

• Configure and optimize contact center infrastructure to meet business requirements.

• Provide technical guidance and support to project teams during implementation, testing, and deployment phases.

• Conduct performance tuning, optimization, and monitoring of Genesys solutions to ensure optimal performance and resource utilization.

• Work with Technology Team to integrate Genesys software with existing systems and applications.

• Troubleshoot and resolve issues related to Genesys telephony.

• Provide technical support and guidance to ensure optimal performance and reliability.

• Collaborate with cross-functional teams to develop customized solutions.

• Document technical designs, configurations, and procedures, and provide training to client teams as needed.

Preferred Qualifications

• Advanced Excel, Tableau, SQL, and PowerBI skills

• Experience with modeling data in relational databases or OLAP Cubes

• Team player and strong ability to work with other disciplines across departments

Work Environment

This is a remote call center position. Call Center employees work remote full-time. An exception to this would be in the case of connectivity or service level issues, in which employees would be required to report temporarily to a designated ACG facility (if located <50 miles from an office) until connectivity or service levels are restored.

Who We Are

Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance.

And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other.

We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

To learn more about AAA The Auto Club Group visit www.aaa.com

Important Note:

ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.  

The above statements describe the principal and essential functions, but not all functions that may be inherent in the job.  This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.  Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

The Auto Club Group, and all its affiliated companies, is an equal opportunity/affirmative action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

Regular and reliable attendance is essential for the function of this job.

AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.