Omnichannel Call Center Analyst

At Softgic we work with the most creative individuals those who build and love what they do with 100% attitude. That s our #Cooltura. Join our mission to make life easier with technology and become part of our team as an Omnichannel Call Center Analyst.

Compensation:
USD 1K 1.5K/month.

Location:
Remote (for Colombia Argentina and Per residents).

Mission of Softgic:
In Softgic S.A.S. we work for the digital and cognitive transformation of our clients aware that quality is an essential factor for us we incorporate the following principles into our policy:

• Deliver quality products and services.
  
• Achieve the satisfaction of our internal and external clients.
  
• Encourage in our team the importance of training to grow professionally and personally through development plans.
  
• Comply with the applicable legal and regulatory requirements.
  
• Promote continuous improvement of the quality management system.
  

What makes you a strong candidate:

• You have 1 years of experience in LiveVox NICE and TCN.
  
• You are proficient in SQL.
  
• You are beginner in GDPR (General Data Protection Regulation) and TCPA (Telephone Consumer Protection Act of 1991).
  
• Spanish Native or fully fluent.
  
• English Native or fully fluent.

Responsibilities and more:
We are seeking a detailoriented analyst with experience designing and managing customer interaction platforms. This role focuses on developing and optimizing systems such as IVR menus SMS workflows chat interfaces email routing and outbound dialers. The ideal candidate will proactively monitor performance troubleshoot issues and ensure compliance with telephony regulations while integrating solutions with CRM and analytics platforms. This is a fully remote position requiring a collaborative mindset technical expertise and a strong commitment to customer engagement excellence.

• Design develop and maintain customer interaction platforms including IVR SMS chat email routing and outbound dialers.
  
• Lead configuration troubleshooting and optimization of telephony systems.
  
• Monitor system performance metrics and implement process improvements.
  
• Manage software upgrades patches and version control.
  
• Ensure compliance with telephony regulations and callcenter best practices.
  
• Integrate IVR and dialer systems with CRM and analytics tools.
  
• Produce and maintain technical documentation including system architecture and configuration guides.
  

Requirements

• 1 2 years of handson experience with call center platforms such as TCN NICE or LiveVox.
  
• Proficiency in SQL for queries reporting and diagnostics.
  
• Strong analytical and problemsolving skills to troubleshoot complex telephony issues.
  
• Excellent written and verbal communication skills for crossfunctional collaboration.
  
• Familiarity with telephony regulations (e.g. TCPA GDPR) and dialing rules.
  
• Proven ability to work independently in a remote agile environment.
  

• Bachelor s degree in Computer Science Information Systems Telecommunications or related field.
  
• Previous experience in a call center or contact center environment.
  
• Knowledge of financial regulations and compliance.
  

Benefits

• Were certified as a Great Place to Work.
  
• Opportunities for advancement and growth.
  
• Paid time off.
  
• Formal education and certifications support.
  
• Benefits with partner companies.
  
• Referral program.
  
• Flexible working hours.