Junior Solutions Engineer - Contact Center

The Junior Solutions Engineer (JSE), in partnership with the Solutions Engineers, is responsible for supporting the implementation, configuration, administration, and optimization of the organization's LiveVox contact center platform. This role ensures that contact center technologies are deployed accurately, maintained effectively, and continuously improved to support operational efficiency, compliance standards, and performance objectives.Implementation & ConfigurationConfigure and deploy inbound, outbound, and blended campaigns within LiveVox.Build and maintain IVR logic, routing strategies, and agent skill assignments.Support implementation of new lines of business, clients, or operational expansions.Assist in UAT testing and system validation prior to production deployment.System AdministrationMaintain user access controls, permissions, and security roles.Monitor dialer performance and routing efficiency.Troubleshoot and resolve system-related issues impacting operations.Coordinate escalations with LiveVox technical support as needed.Maintain documentation of configurations, workflows, and change management activities.Performance & OptimizationGenerate operational reporting and dashboards.Analyze system configurations to improve performance, compliance, and efficiency.Collaborate with Operations leadership to adjust routing and dialing strategies.Ensure the actual results are meeting operations expectations.Quality ControlOutput is expected to be reviewed by an SE.Quality of work is expected to improve throughout tenure.99% of work is expected to be implemented into production without errors.Once proficient, the JSE will be expected to perform QC and peer review of other SEs' work before release to production.Compliance & GovernanceEnsure system configurations align with applicable regulatory requirements.Support audit requests and maintain documentation supporting compliance controls.Cross-Functional SupportServe as a technical resource to Operations, Workforce Management, Compliance, and IT.Participate in technology enhancement initiatives and platform upgrades.Contribute to internal best practices and standardization efforts.The Company reserves the right to change or assign other duties to this position as appropriate.Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.Job RequirementsMust be able to obtain government clearance after hire. US Citizenship is required by the US government in order to obtain government clearance.Bachelor's degree in Information Technology, Computer Science, Engineering, Business Technology, or related field.2 years of experience in contact center systems administration, solutions engineering, implementation support, technical operations within a call center environment.Equivalent combination of education and practical contact center systems experience may be considered.Exposure to CCaaS platforms (e.g., LiveVox, Five9, NICE CXOne, Genesys, TalkDesk) considered beneficial.Foundational knowledge of ACD and skills-based routing, IVR configuration, NLP & LLM agents, Dialer strategies (preview, progressive, predictive), Call center KPIs and operational metrics, HIPAA, TCPA, PII.Basic understanding of data imports, APIs, SFTP processes, SQL, Microsoft Office, and/or system integrations preferred.The starting pay range for this position is $54,000 - $60,000/year plus potential quarterly incentive. An individual's actual compensation will depend on the individual's qualifications and experience.CBE Companies is an Equal Opportunity Employer. CBE Companies is committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including pregnancy), sexual orientation, national origin, gender, genetic information, disability, veteran status, or other protected statuses in accordance with applicable federal, state, and local laws. Background check and drug testing required.J-18808-Ljbffr