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As a business systems consultant senior for the Customer Experience Enablement Contact Center Management Tools team, you’ll interact with partners across multiple organizations to deliver on system efforts and support applications and tools. In this role, you’ll gather business requirements, assess and improve solutions, and support ongoing monitoring, maintenance, defect, and outage resolutions. You’ll support multiple systems, including the call CQA system (Nexidia) used for coaching and quality analytics of consultants’ calls, call recording system (NICE), Rightfax, and the workforce management system (Verint) used for Scheduling and Forecasting with the overall goal of creating and improving the system experience.

This is a remote position.

Must-have qualifications

• High School Diploma/GED equivalent or higher and a minimum of eight years of experience in back-end business systems (e.g. systems enhancements, testing and analyzing systems, etc.)
• {OR} Bachelor's degree or higher and a minimum of five years of experience in back-end business systems (e.g. systems enhancements, testing and analyzing systems, etc.)

Preferred skills

• Experience as a product owner and/or business representative on IT system enhancement efforts
• Experience with process improvement practices and tools (i.e., Lean and Six Sigma)
• Experience with SCRUM methodology
• Proficient at building relationships, facilitating, and collaborating across all levels and organizations (Business, IT, and vendor)

Compensation

• $77,100 - $124,300/year depending on position level and experience
• Gainshare annual cash incentive payment up to 30% of your eligible earnings based on company performance

Benefits

• 401(k) with dollar-for-dollar company match up to 6%
• Medical, dental & vision, including free preventative care
• Wellness & mental health programs
• Health care flexible spending accounts, health savings accounts, & life insurance
• Paid time off, including volunteer time off
• Paid & unpaid sick leave where applicable, as well as short & long-term disability
• Parental & family leave; military leave & pay
• Diverse, inclusive & welcoming culture with Employee Resource Groups
• Career development & tuition assistance
• Onsite gym & healthcare at large locations

Energage recognizes Progressive as a 2024 Top Workplace for: Innovation, Purposes & Values, Work-Life Flexibility, Compensation & Benefits, and Leadership.

Equal Opportunity Employer

Sponsorship for work authorization for foreign national candidates is not available for this position.

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