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.

The JSE will partner with the Solutions Engineering team to serve as a technical liaison between Operations, IT, Compliance, and external vendors to ensure system stability, scalability, and alignment with business goals. The JSE contributes to the long-term evolution of the organization's contact center infrastructure.

Job Details:

Implementation & Configuration

• Configure 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 Administration

• Maintain 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 & Optimization

• Generate 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 expectation.

Quality Control

• Output 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 SE's work before released to production.

Compliance & Governance

• Ensure system configurations align with applicable regulatory requirements.
• Support audit requests and maintain documentation supporting compliance controls.

Cross-Functional Support

• Serve 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.

Do you have experience in System performance monitoring?, Do you have a Bachelor's degree?, * Must 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.

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Opportunities for advancement, Excellent benefits package; medical, dental, and vision coverages, 401K retirement plan with company match, tuition reimbursement, paid time off, amongst many other perks!

Ongoing training & support!

Career culture with many opportunities for advancement!

Come work for Training magazine Top 100 award winner! Also recently recognized for the second year in a row as a Top Workplace in the USA, CBE is committed to "doing the right thing"; we invest in you from the date of hire and throughout your career, allowing CBE to develop a successful workforce ready to solve problems for our clients. We pride ourselves on a diverse and inclusive corporate culture with a strong track record of success-and we're looking for people who value opportunity, challenge, innovation, results, and FUN!

Invest in your future with a company that will invest in YOU!, 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, a global provider of contact center services is adding a Junior Solutions Engineer to our Operations Strategy Team. We would LOVE to connect with you about this exciting career opportunity! As a result of exceptional performance and growth in our industry, we are looking for the "Best-of-the-Best" to join our winning team and support both recent and future growth! Why would CBE be a good fit for you? With over 1200 employees currently, CBE has been providing quality jobs throughout the US for 90 years-and we're still going strong because we offer employees, CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.