60,807 Call Center Management jobs in the United States

**Req ID:** 303228
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Contact Center Manager - Business Contact Center to join our team in Chicago, Illinois (US-IL), United States (US).
We seek an experienced? **Contact Center Manager** with a demonstrated understanding of customer service and contact center management?tools and processes (e.g. ACD, Digital, ITSM tools, CRM applications, Reporting, etc.)? This person will oversee contact center operations ensuring high levels of customer satisfaction and fulfillment of client needs, champions the success of all performance and SLA goals and fosters a quality driven culture.
The Contact Center Manager is responsible for:
+ Monitor dashboards, workloads, service levels and assignments across customer contact channels.
+ Assist staff with questions and customer issues being a point of reference and guidance in the department.
+ Help to coordinate the resolution of urgent matters and escalations.
+ Address employee relation issues including those pertaining to attendance, scheduling, productivity and performance.
+ Service inbound calls and emails and place outbound calls when necessary to follow-up with customers.
+ Promote positive employee and customer relations and maintain the highest standards of ethics, quality and service.
+ Provide professional, customer centric service to external and internal customers.
**TEAM SUPERVISION:**
+ Work closely with NTT DATA Management and the client's management to ensure customer servicing issues are properly escalated and resolved.
+ Monitor contact channel dashboards and reports ensuring that agents are adhering to set schedules, servicing their assigned workloads and being productive contributors of the team.
+ Assist Management with various administrative processes pertaining to individual time keeping, attendance, performance reporting, scheduling, facilities, communications, department expectations, etc.
+ Help onboard new staff to ensure that they are being provided with the tools and resources they need to get working successfully.
+ Conduct periodic One on One coaching sessions with all assigned staff to discuss results and their experience.
+ If needed or as instructed, conduct training sessions covering various departmental topics.
+ Assist with, coordinate and supervise assigned special projects and tasks.
**TEAM ASSISTANCE:**
+ Be a Subject Matter Expert and point of reference on departmental policies, procedures and processes.
+ Handle escalated and/or complex complaints, disputes and inquiries received in accordance with policy.
+ Ensure that staff receive assistance with their service issues and questions.
+ Act as a liaison with NTT DATA and client's departments, personnel and business units.
**CUSTOMER SERVICE:**
+ Based on need, log into the ACD and/or email queue to be available to service customers.
+ Maintain contact with customers via phone, email, fax and business correspondence.
+ Explain and administer company policies and procedures pertaining to the servicing of accounts.
+ Communicate effectively with internal and external customers, determining corrective action to ensure customer satisfaction.
+ Respond to all assigned customer correspondence and voicemails in a timely manner.
**Basic Qualifications:**
+ Minimum of three years' experience in a customer service and/or call center role dealing with the public
+ Minimum of three years' experience with Microsoft Word, Excel and CMS/CRM applications
+ High school diploma or GED required
**Preferred Skills:**
+ Experience working in a billing and account related service role
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( DATA endeavors to make_** **_ **_accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at_** **_ **_._** **_This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here ( . If you'd like more information on your EEO rights under the law, please click here ( . For Pay Transparency information, please click here ( ._**

**Req ID:** 303228
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Contact Center Manager - Business Contact Center to join our team in Chicago, Illinois (US-IL), United States (US).
We seek an experienced? **Contact Center Manager** with a demonstrated understanding of customer service and contact center management?tools and processes (e.g. ACD, Digital, ITSM tools, CRM applications, Reporting, etc.)? This person will oversee contact center operations ensuring high levels of customer satisfaction and fulfillment of client needs, champions the success of all performance and SLA goals and fosters a quality driven culture.
The Contact Center Manager is responsible for:
+ Monitor dashboards, workloads, service levels and assignments across customer contact channels.
+ Assist staff with questions and customer issues being a point of reference and guidance in the department.
+ Help to coordinate the resolution of urgent matters and escalations.
+ Address employee relation issues including those pertaining to attendance, scheduling, productivity and performance.
+ Service inbound calls and emails and place outbound calls when necessary to follow-up with customers.
+ Promote positive employee and customer relations and maintain the highest standards of ethics, quality and service.
+ Provide professional, customer centric service to external and internal customers.
**TEAM SUPERVISION:**
+ Work closely with NTT DATA Management and the client's management to ensure customer servicing issues are properly escalated and resolved.
+ Monitor contact channel dashboards and reports ensuring that agents are adhering to set schedules, servicing their assigned workloads and being productive contributors of the team.
+ Assist Management with various administrative processes pertaining to individual time keeping, attendance, performance reporting, scheduling, facilities, communications, department expectations, etc.
+ Help onboard new staff to ensure that they are being provided with the tools and resources they need to get working successfully.
+ Conduct periodic One on One coaching sessions with all assigned staff to discuss results and their experience.
+ If needed or as instructed, conduct training sessions covering various departmental topics.
+ Assist with, coordinate and supervise assigned special projects and tasks.
**TEAM ASSISTANCE:**
+ Be a Subject Matter Expert and point of reference on departmental policies, procedures and processes.
+ Handle escalated and/or complex complaints, disputes and inquiries received in accordance with policy.
+ Ensure that staff receive assistance with their service issues and questions.
+ Act as a liaison with NTT DATA and client's departments, personnel and business units.
**CUSTOMER SERVICE:**
+ Based on need, log into the ACD and/or email queue to be available to service customers.
+ Maintain contact with customers via phone, email, fax and business correspondence.
+ Explain and administer company policies and procedures pertaining to the servicing of accounts.
+ Communicate effectively with internal and external customers, determining corrective action to ensure customer satisfaction.
+ Respond to all assigned customer correspondence and voicemails in a timely manner.
**Basic Qualifications:**
+ Minimum of three years' experience in a customer service and/or call center role dealing with the public
+ Minimum of three years' experience with Microsoft Word, Excel and CMS/CRM applications
+ High school diploma or GED required
**Preferred Skills:**
+ Experience working in a billing and account related service role
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( DATA endeavors to make_** **_ **_accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at_** **_ **_._** **_This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here ( . If you'd like more information on your EEO rights under the law, please click here ( . For Pay Transparency information, please click here ( ._**

Job Description

Job Description

Summary:

The Enrollment Management Director will oversee the operations of the Enrollment Management Call Center, ensuring high-quality service and effective communication with all campuses and management. Is responsible for the overall success of the Enrollment Management Call Center and all aspects of the Prequalification and Admissions process. Implement strategies and best practices to support the team to meet and exceed performance goals. Reports to the VP of Admissions for the Puerto Rico Operations, handling communications within the Enrollment Management Call Center department, assessment of applicants and assisting prospective applicants with the prequalification and admissions process, following all university and company policies and procedures, all applicable federal and state regulations and all accrediting agencies standards and requirements. This role involves strategic planning, recruitment, staff management, training, auditing, performance monitoring, and collaboration with various departments to enhance the call center’s efficiency and effectiveness.

Essential duties and responsibilities:

• Enforce Organizational and Departmental rules, regulations and policies.
• Manage team time and attendance.
• Assists in hiring staff and training, supervising and replacing staff as needed to ensure qualitative and quantitative objectives are achieved in the Admissions process.
• Monitor calls to provide coaching to Prequalification and Admission Officers to help them achieve their calls.
• Ensures timely completion of employee’s performance appraisals.
• Weekly discuss productivity using conversion report with Prequalification and Admission Officers to guide them and determine specific training needs to achieve continuous improvement.
• Enforces training and the regular consistent use of: phone scripts, telephone techniques, system documentation, product knowledge and internal/external customer relations.
• Represents the Organization and disseminates appropriate information about the Organization to prospective students and other interested parties.
• Responsible for achieving the prequalification and admissions goals and objectives.
• Leads by example and achieves goals through the consistent application of effective leadership and management skills, including coaching, training and mentoring team members, providing timely, constructive feedback, which promotes problem-solving and fosters mutual respect. Support employee morale by recognizing and reinforcing positive behavior.
• Execute disciplinary actions or Performance Improvement Plans (PIP) when needed to close gaps on performance on the team.
• Connects individual contributions with organizational and departmental goals to develop team commitment and motivate team members.
• Provide appropriate data for reporting purposes.
• Maintain the integrity of the student database (admissions to permanent records) to ensure complete accuracy for local records and federal reporting.
• Manages all of the school policies, procedures, integrity, and ethical standards.
• Assists the Enrollment Management Leadership to ensure compliance with external standards set by accrediting, regulatory, state, and/or federal agencies/entities.
• Evaluate prospective student files as required.
• Collaborate and communicate with areas of student services, as needed and appropriate.
• Maintains ongoing contact and good relations with prospective students and staff.
• Maintains confidentiality of information exposed in the course of business, regarding students, coordinators, or other employees.

Qualifications/ Education:

• Bachelor’s degree in Business Administration, Marketing, or related fields.
• Five years of experience in a supervisory position.
• Knowledge and skills in the use of integrated software systems and Microsoft Office Programs.
• Able to communicate, read and write in English and Spanish.

We have a competitive Benefits Plan:

Medical Plan (pharmacy, dental, vision, hospital, emergencies)

Basic and Supplemental Life Insurance

401k

Paid holidays

Personal Day

Paternity Leave

Study Opportunities

Professional growth

Equality Employment Opportunity / Affirmative Action for minorities/Females/People with Disabilities/Veterans

Why Liberty First Credit Union?

Join the best small company to work for in Lincoln and Omaha! We have 100 employees and 7 locations in the Lincoln, Omaha and Seward areas.

Our associates and members are key to our success as a Credit Union. Our goal is to continually strive to make LFCU a great place to work by providing meaningful work, career development, and professional development opportunities. Our benefits and associate programs are some of the most competitive and low-cost to associates amongst Nebraska employers.

Position - Contact Center Consultant

Location - Lincoln

General Summary

Provide high quality, positive member interaction through multiple channels (phone, web, chat, text, email, mail, and inter-office staff) within a contact center environment. Handle duties in a respectful and efficient manner by taking accountability to solve member needs from beginning to end. Identify and offer new opportunities and solutions by evaluating members' financial needs and focusing on how the credit union products and services can better serve their financial goals.

Job Duties

• Provide solutions for members' needs and build rapport while providing outstanding service.
• Communicate courteously, professionally, and effectively in a variety of ways with a diverse audience, including use of proper grammar and correct spelling.
• Communicate membership qualifications and account information: deposit/loan balances, check clearings, deposit/loan postings, statement information, payroll, debit /credit cards information etc.
• Process and open online requests for new accounts, deposit products and consumer loan products
• Process incoming transactions and questions tied to transferring deposits, applying payments, reversals and corrections, wire transfers, check requests, payroll distributions, and any variety of banking needs.
• Process stop payments, address changes, check orders and ensure proper forms are obtained and delivered to the appropriate department.
• Retain existing members, selling and promoting the credit union value-added products/services.
• Assist with processing debit/credit card products using various online and internet banking platforms and services, including fraud prevention programs.
• Protect the member and credit union from fraudulent and suspicious activities by maintaining proper procedures.
• Maintain knowledge of:
• features and benefits of all credit union products and services for cross selling and sales purposes.
• credit union policies and procedures to be able to provide this information to members.
• the rate and terms of products (deposit/lending) and how to provide quotes to the members as the market changes.
• all state and federal regulations that are applicable to the transactions performed in the call center area to stay in compliance.
• competitor's products/services with a continued interest in improving quality products/services for the credit union
• Actively support our "sales, service and lending" culture and demonstrate these skills by learning and taking on new initiatives and training as business needs change.
• Develop an understanding of credit union history, philosophy, organization, bylaws and operational procedures.
• Follow LFCU core values and service expectations.
• Assist in any area as directed by management.
  
  Requirements
• Highschool diploma plus some college education preferred
• Customer service experience required
• Some experience in a financial business with services/products tied to banking required, at least one year preferred
• Proficient in basic computer skills such as use of Microsoft Word, Excel and database or member application software
• Ability to multi-task, complete work with accuracy and attention to detail
• Must have excellent interpersonal communication skills with the ability to promote products/services necessary to members and project a positive attitude/image
• Ability to listen to be able to fully understand, showing respect and empathy for the member and the credit union.
• Ability to use proper judgement and decision making to identify issues and to clarify through probing questions, knowing when to escalate issues onto other team members as needed for additional research and follow up with team for resolution.
• Ability to problem solve by taking ownership of issues, assessing members' needs, providing solutions and offering appropriate corresponding credit union products/services.
• Ability to apply broader aspects of established practice to situations which go beyond clear, concise guidelines.

Work Hours

Full-time. 40 hours per week.

Monday - Friday - 8-hour shift with 1 hour unpaid lunch

Shifts start as early as 7:45 am and end as late as 6:15 pm

Saturday morning rotation required, 8:45 am - 12:15 pm

Wage

• $17.00 -$8.505+ per hour depending on experience
• This position is eligible for a wage increase annually as part of a merit performance review
• Eligible for incentives paid monthly
• Eligible for a discretionary gain-share plan payment annually

LFCU BENEFITS AND OTHER PROGRAMS

Insurance Benefits

• Medical - LFCU pays 85% of premium, associates pay only 15%
• Dental - Free to associates
• Vision - LFCU pays 50% of premium
• Life and ADD - LFCU pays 100% of premium
• Short-term and Long-term Disability - LFCU pays 100% of premium
• AFLAC Supplemental -Cancer, Critical Care, Accident, Hospital - associate paid
• Flexible Spending Accounts (FSA) - Health Savings and Dependent Care

Retirement Plan - LFCU contributes 5% of associate earnings to Profit Sharing. LFCU matches 50% up to 5% of associate's 401(k) contributions.

Gain Share Plan - Reviewed and approved by the Board annually, this plan rewards employees when the credit union achieves above average performance. Employees are also rewarded based on their level of performance and contributions to the success of the credit union.

Paid Leave

• Vacation- 2 weeks/year for new hires
• Sick - 2 weeks/year for new hires
• Personal Day - 2 days earned after one year
• Holiday Pay - 6 paid holidays/year. 5 additional federal holidays per year are reserved for all-staff meetings. For one 1 of the 5, staff are required to attend an all-staff meeting, and the remaining 4 may be provided as holiday pay based on LFCU's discretion.
• Funeral Leave

Additional Programs

• Quarterly all-staff professional development
• Tuition Reimbursement
• Fitness Club Reimbursement
• Free Breakfast on Fridays
• LFCU Apparel - 2 free items annually

Bottom of Form

Compensation
17.00 - 18.50+ per hour

Contact Center Director

Job ID

2025-28040

Category

Helpdesk

Location

US-OH-Sharonville

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efcient, and cost-effective solutions that drive measurable results. Learn more at

About the Opportunity

DMI, LLC is seeking a Contact Center Director to join our Managed Services team. Our Contact Center Director will be responsible for ensuring the DMI contact center always operates effectively and efficiently. They must ensure that the contact center maintains a high customer satisfaction and quality assurance scores, and this candidate must have the ability to maintain a positive, professional attitude with customers and employees.

The Contact Center Director is responsible for managing scheduling, leading their team of service desk agents, as well as overseeing strategies for inbound contacts, outbound contacts, and ticket management. The ideal candidate must be capable of using contact center platform tools, as well as possess the ability to forecast volumes and compose a functional workforce management plan. This role is accountable to achieving contact center service level agreements (SLAs), and they must take proactive and reactive steps to improve SLA achievement as needed.

The Contact Center Director must have strong interpersonal, communication, and leadership skills, as well as be able to use basic computer programs such as the Microsoft Office suite. Demonstrated customer service and employee management skills are required.

Duties and Responsibilities:

Develop a culture focused on delivering a world class customer experience and that fosters employee engagement.
• Analyze call center data to improve processes, forecast volumes, ensure resources are properly allocated and maximize efficiency and customer satisfaction. Develop and implement a workforce management plan to ensure all SLAs are achieved.
• Research customer escalations, provide root cause analysis, and respond to emails from account management or customers.
• Maintain high employee satisfaction scores and reduce employee voluntary attrition.
• Utilize management team to delegate assignments to meet objectives.
• Develop the skills of employees within the contact center and grow a bench of leaders to scale the business with growth.
• Conduct monthly 1:1s with direct reports.
• Lead daily manager team meetings.
• Provide daily, weekly, monthly reporting to Executive Leaders.
• Host weekly and monthly operations reviews with Executive Leaders.
• Develop and execute daily, weekly, and monthly communications to the Contact Center.
• Lead employee engagement activities and instill DMI's culture within the contact center.
• Ensure agents are achieving desired performance levels and take corrective action to improve underperforming agents.
• Manage corrective action process for bad behavior including tardiness, excessive absences, & violations of the employee handbook.

Qualifications

Education and Years of Experience:

• 5 years' experience in an IT or Call Center leadership role developing strategies to optimize contact center operations.
• Experience managing, developing, and holding employees accountable to goals.

Required and Desired Skills/Certifications:

• Regular and reliable attendance.
• Ability to work overtime to complete projects.
• Strong attention to detail and organizational skills.
• Multitasking skills and ability to keep up in a fast-paced work environment.
• The ability to utilize critical thinking to complete tasks.
• Ability to be flexible in scheduling to meet business needs.
• Exhibits strong customer focus and the desire and ability to lead by example to provide excellent customer satisfaction.
• Outstanding verbal, written and speaking skills
• Effective listening skills: demonstrated ability to handle difficult client situations to ensure resolution and client satisfaction.
• Advanced problem solving and critical thinking skills.
• Ability to prioritize multiple demands to provide maximum service level to all customer.
• Comfortable working in a fast-paced, dynamic environment.

Additional Requirements: Successful completion of a Fingerprint background investigation.

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: This position sits onsite in our Sharonville, OH location.

#LI-EK1

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development - Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial - Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

*** No Agencies Please ***

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

Connect With Us!

Not ready to apply? Connect with us for general consideration.

#J-18808-Ljbffr

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, ef?cient, and cost-effective solutions that drive measurable results. Learn more at

About the Opportunity

DMI, LLCis seeking a Contact Center Director to join our Managed Services team. Our Contact Center Director will be responsible for ensuring the DMI contact center always operates effectively and efficiently. They must ensure that the contact center maintains a high customer satisfaction and quality assurance scores, and this candidate must have the ability to maintain a positive, professional attitude with customers and employees.

The Contact Center Director is responsible for managing scheduling, leading their team of service desk agents, as well as overseeing strategies for inbound contacts, outbound contacts, and ticket management. The ideal candidate must be capable of using contact center platform tools, as well as possess the ability to forecast volumes and compose a functional workforce management plan. This role is accountable to achieving contact center service level agreements (SLAs), and they must take proactive and reactive steps to improve SLA achievement as needed.

The Contact Center Director must have strong interpersonal, communication, and leadership skills, as well as be able to use basic computer programs such as the Microsoft Office suite. Demonstrated customer service and employee management skills are required.

Duties and Responsibilities:

• Develop a culture focused on delivering a world class customer experience and that fosters employee engagement.
• Analyze call center data to improve processes, forecast volumes, ensureresources are properly allocated and maximize efficiency and customer satisfaction. Developand implement a workforce management plan to ensure all SLAs are achieved.
• Research customer escalations, provide root cause analysis, and respond to emails from account management or customers.
• Maintain high employee satisfaction scores and reduce employee voluntary attrition.
• Utilize management team to delegate assignments to meet objectives.
• Develop the skills of employees within the contact center and grow a bench of leaders to scale the business with growth.
• Conduct monthly 1:1s with direct reports.
• Lead daily manager team meetings.
• Provide daily, weekly, monthly reporting to Executive Leaders.
• Host weekly and monthly operations reviews with Executive Leaders.
• Develop and execute daily, weekly, and monthly communications to the Contact Center.
• Lead employee engagement activities and instill DMIs culture within the contact center.
• Ensure agents are achieving desired performance levels and take corrective action to improve underperforming agents.
• Manage corrective action process for bad behavior including tardiness, excessive absences, & violations of the employee handbook.

Qualifications

Education and Years of Experience:

• 5 years experience in an IT or Call Center leadership role developing strategies to optimize contact center operations.
• Experience managing, developing, and holding employees accountable to goals.

Required and Desired Skills/Certifications:

• Regular and reliable attendance.
• Ability to work overtime to complete projects.
• Strong attention to detail and organizational skills.
• Multitasking skills and ability to keep up in a fast-paced work environment.
• The ability to utilize critical thinking to complete tasks.
• Ability to be flexible in scheduling to meet business needs.
• Exhibits strong customer focus and the desire and ability to lead by example to provide excellent customer satisfaction.
• Outstanding verbal, written and speaking skills
• Effective listening skills: demonstrated ability to handle difficult client situations to ensure resolution and client satisfaction.
• Advanced problem solving and critical thinking skills.
• Ability to prioritize multiple demands to provide maximum service level to all customer.
• Comfortable working in a fast-paced, dynamic environment.

Additional Requirements: Successful completion of a Fingerprint background investigation.

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: This position sits onsite in our Sharonville, OH location.

#LI-EK1

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

*** No Agencies Please ***

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

#J-18808-Ljbffr

Location: Troy, MI.
Domain: Banking.
Position # 1: Cisco Contact Center - Architect
Type of hire: Direct W2/ C2C
Experience: 10 to 15 years
About the Opportunity:
We are seeking a highly skilled Architect with area of expertise in Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications. The ideal candidate will play a vital role in the successful design of the overall architect for implementation, upgrade, and functionality test of the above solutions and adjuncts. This individual must possess strong technical knowledge in designing solutions with a customer-centric approach.
Responsibilities:

• Lead and contribute to the overall solution designing for Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications.
• Optimize the contact center solution to driver organizational objectives.
• Create architectural solution documents, LLD, HLD and define implementation phases for execution.
• Collaborate with stakeholders to understand business requirements and design the solution documents accordingly.
• Follow industry standards and best practices to develop an effective solution that provides high-availability and scalable solutions to support future growth strategy.
• Work alongside the delivery team to coordinate with OEMs/ vendors to streamline the implementation process.
• Evaluate interoperability between various products, OEMs and propose accurate version to be implemented.
• Assist the delivery team as and when they need support on design related questions.
• Participate with delivery team to troubleshoot technical issues and provide solutions during the implementation phase.
• Oversee quality assurance processes to identify and address any issues during the implementation phase.
• Participate in UAT with the customer to ensure the solution meets their expectations.
• Provide post-implementation support for ongoing issues and deliver a positive user experience.
• Collaborate with the delivery and support team to deliver exceptional customer service and resolve technical issues effectively.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or equivalent.
• Proven experience in solution designing of Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications.
• Strong understanding of contact center technologies, telephony, and 3 rd -party application integrations.
• Project management skills with the ability to manage multiple tasks and deadlines.
• Excellent verbal and written communication skills and the ability to collaborate with cross-functional teams.
• Self-motivated and capable of working independently with minimal supervision.
• Flexibility with work timings to align with customer's working hours and project delivery timelines.
• Certifications in Cisco Contact Center, CUCM, UCCE, UCCX or related technologies are an added advantage.

Position # 2: Cisco Contact Center IVR Developer
Headcount: 1
Type of hire: Direct W2/ C2C
Experience: 8 to 12 years
About the Opportunity:
We are seeking a highly skilled professional with experience of Cisco Contact Center IVR development, self-service, its implementation, migration nd integrations. The ideal candidate will play a vital role in consultation, development, consolidation, implementation, migration and integration of IVR application. This individual must possess strong technical knowledge in Cisco IVR Contact Center product along with integration with CRM and banking applications etc.
Responsibilities:

• Lead and contribute to the overall solution designing for Cisco IVR application consolidation and development.
• Implementation, migration and optimization of Cisco IVR application, self-service and integrations .
• Coordinate with internal teams and external vendors to streamline the implementation process.
• Follow change management processes to execute the implementation steps.
• Troubleshoot technical issues and fix issues during the implementation phase.
• Perform end-to-end project implementation, ensuring adherence to timelines.
• Oversee quality assurance processes to identify and address any issues during the implementation phase.
• Perform thorough testing to ensure each function and feature is working as expected.
• Participate in UAT with the customer to ensure the solution meets their expectations.
• Provide post-implementation support for ongoing issues and deliver a positive user experience.
• Collaborate with the support team to deliver exceptional customer service and resolve technical issues effectively.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or equivalent.
• Proven experience in Cisco IVR development, self-service, its implementation and integrations in Contact Center environment .
• Strong understanding of contact center technologies, telephony, and 3 rd -party application integrations.
• Excellent verbal and written communication skills and the ability to collaborate with cross-functional teams.
• Self-motivated, muti-tasking and capable of working independently with minimal supervision.
• Flexibility with work timings to align with customer's working hours and project delivery timelines.

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.

Teachers of Tomorrow seeks a skilled and motivated Contact Center Engineer to join our Systems Administration team. In this role, you’ll take the lead in designing, implementing, and optimizing Five9-based contact center solutions, with a strong focus on omnichannel integration and SaaS interoperability professional and enthusiastic The ideal candidate will bring deep technical expertise in Five9, a strong understanding of customer engagement platforms, and a passion for building scalable, secure, and efficient communication workflows. This position is based in Houston, Texas. It is a hybrid role with both remote and/or in-office work.

Who We Are

Located in Houston, Texas, Teachers of Tomorrow is the leading national alternative certification program (ACP) provider with plans of continued growth in 2025! Through quality instruction and unparalleled support – Teachers of Tomorrow provides the most effective preparation for educators to make a meaningful difference in the lives of their students. To find out more, visit

About the Position

As a Contact Center Engineer, you will support seamless communication between our customers and internal teams by building scalable, secure, and efficient workflows. You’ll be responsible for configuring and maintaining contact center systems, automating business processes, and resolving complex technical issues. Your deep knowledge of Five9 and contact center technologies will directly enhance operational performance and user experience.

We’re looking for someone who thrives in a fast-paced, solutions-driven environment and stays up to date with emerging trends in contact center technology and AI-enhanced workflows . If you're passionate about improving customer engagement and enabling efficient internal collaboration, we’d love to hear from you.

Duties and Responsibilities (Individual Contributor)

• Configure, administer, and optimize Five9 components including ACD, IVR, IVA, Predictive Dialer, WFM, QM, and Agent Assist.
• Design and implement omnichannel strategies across voice, chat, email, SMS, and social media using Five9 and other platforms.
• Develop and maintain RESTful API integrations between Five9 and third-party SaaS tools (e.g., CRMs, ticketing systems, analytics platforms).
• Collaborate with cross-functional teams (IT, Customer Success, Marketing) to align call center capabilities with business goals.
• Troubleshoot and resolve issues related to call routing, IVR/IVA scripts, agent desktops, and backend integrations.
• Ensure compliance with data privacy and security standards (e.g., PCI-DSS, HIPAA).
• Monitor system performance and generate actionable insights using Five9 reporting tools and Power BI dashboards.
• Provide training and documentation for agents and supervisors on new features and workflows.
• Using Gen AI services to expand and enhance all call center operations
• Act in accordance with Teachers of Tomorrow core values
• Perform other duties as needed.

** What we are looking For **

• 3+ years of experience in call center engineering or telecom systems administration.
• Hands-on experience with Five9 Virtual Contact Center (VCC) and its omnichannel suite including IVA
• Strong understanding of SaaS ecosystems and experience integrating Five9 with platforms like Salesforce, HubSpot, or ServiceNow.
• Proficiency in scripting and API development (REST, JSON, XML).
• Familiarity with workflow automation tools and platforms (e.g., Microsoft Power Automate, Zapier, Azure LogicApps).
• Excellent problem-solving skills and ability to work independently in a fast-paced environment.
• Strong communication and documentation skills.

Preferred:

• Experience with gamification tools, agent performance analytics, and quality assurance frameworks.
• Knowledge of SQL, Azure services is a bonus.

What We Offer We understand that our people are the most important factor in our success. As a result, we value and invest in our people through:

• Medical, Dental, and Vision plans
• Employer paid STD and Basic Life/AD&D
• Voluntary buy up LTD, Life Insurance, Critical Illness, Accident, and additional wellness options
• 401k Plan with Company Safe Harbor Matching
• Flexible PTO Plan
• 12 paid holidays annually
• Personal and Professional Development

Teachers of Tomorrow is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.