Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application interview or employment process please notify our Human Resources Team at option 1 or email and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

Job Description

LOCATION

Mountain America Center - Hybrid:

9800 S Monroe St
Sandy UT 84070

SCHEDULE

Full Time

To be effective an individual must be able to perform each job duty successfully.

• Designs implements and supports enterprise level contact center workflows including integrations with support systems such as CRM.
• Partners with the UC Product Manager and UC Engineering Manager to inform and recommend features and functionality to add to the product roadmap.
• Partners with the UC Product Manager and UC Engineering Manager to lead research drive innovation and provide recommendations on industry leading contact center solutions.
• Possesses understanding of interconnecting SaaS contact center products on an enterprise scale. Understands cloud architecture and application programming interface concepts (REST/Web Services) and leveraging those to interact with other systems (e.g. CRM WFM Integrations automating processes).
• Develop and optimize call routing strategies to improve member experience.

• Acts as a resource for implementation and integrations within the contact center platform.
  • Ensure that solutions are designed for high availability and security.
  • Ensure solutions are properly monitored.
  • Ensure that solutions are fully documented so others can understand and support them facilitating quicker problem resolution.
• Architect monitor and evaluate system performance and customer experience through advanced analytics.
• Understands and supports solutions leveraging Microsoft Azure directory and attributes.
• Performs analysis and diagnosis of complex voice video and data network issues.
• Work with other Technology and Business teams in a professional competent and friendly manner.
• Meets the needs of the team member and member in a quality and professional manner.
• Partners with UC Engineering Manager to plan coordinate and direct efforts to perform software upgrades to facilitate new technical services.

• Develops and maintains user guides diagrams and procedures for technical functions and services.
• Maintains effective third-party relations with vendors to facilitate problem resolution and gain knowledge.
• Leads and coordinate efforts in diagnosing and resolving production issues.
• Commits to continuously learning and improvement both in technical expertise and soft skills.
• Performs other duties as assigned.

KNOWLEDGE SKILLS and ABILITIES

The requirements listed are representative of the knowledge skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

• Contact Center Platforms (5 years):
  • Expertise and understanding of configuring and managing features like IVR systems call routing ACD and omnichannel solutions.
  • Direct experience in designing implementing and maintaining enterprise-level contact center platforms ensuring high availability and reliability.

• System Integration & APIs (5 years):
  • Expertise and understanding of APIs and custom integrations between systems.
  • Direct experience in designing implementing and maintaining enterprise-level contact center integrations with CRMs WFMs and ticketing systems.

Education

• Bachelors degree from an accredited institution in computer science information systems or related field OR four years combined education and experience in telephony voice engineering and contact center platforms.

Licenses Certifications Registrations

N/A

Managerial Responsibility

Has no supervisory/managerial responsibility.

Computer/Office Equipment Skills

Experience with Excel Word and PowerPoint are helpful.

Language Skills

• Demonstrated ability to clearly express ideas methodology results and recommendations verbally in writing and through insightful reports and graphic illustrations
• Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit talk and hear consistently

Ability to stand walk and use hands to handle or reach occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds occasionally may need to lift up to 25 pounds.

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment

Moderate noise (business office with computers and printers light traffic)

**This Job is not eligible to be performed in Colorado or Connecticut either remotely or in-person.***

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Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.