Omnichannel System Administrator

T

talent_grids

Omnichannel System Administrator

Omaha, NE
Paid
  • Responsibilities

    _This role could be based in either Omaha (strongly preferred) or Sunnyvale depending on which location the candidate approved for hire chooses. _

    LinkedIn was built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world’s workforce in ways no other company can. We’re much more than a digital resume – we transform lives through innovative products and technology. Searching for your dream job? At LinkedIn, we strive to help our employees find passion and purpose. Join us in changing the way the world works.

    LinkedIn is seeking an Omnichannel System Administrator who will be responsible for designing, implementing, and maintaining systematic workflows that connect our members & customers to our support agents through multiple real-time & non-real-time channels. This role will work alongside cross-functional horizontal teams to execute and maintain critical business and system processes with direct impact to the company’s bottom line. This role helps support hundreds of internal users and millions of external users (using ~ 25 different languages) by creating & maintaining scalable omnichannel technology that optimizes business efficiency and member satisfaction. Understanding business needs, designing workflows, analyzing data, and driving implementation are critical. LinkedIn’s compelling culture and high growth environment allows top performers the chance to grow their career rapidly and make a material impact on our members and for the company.

    RESPONSIBILITIES:

    • Understand current core business processes and existing technical solutions
    • Migrate existing multi-channel support workflows into centralized omnichannel system
    • Manage skills-based, queue/priority routing
    • Configure and customize omnichannel cloud system features (queues, workgroups, customized reports, etc.) to meet the needs of the company
    • Understand the customer contact strategy for our different lines of business and match the system channel (voice, email, chat, social, etc.) setup to match the strategy
    • Leverage technology to improve business workflow for agents via scripting, automation, etc.
    • Build scalable systematic workflows for live service channels as well as asynchronous service channels through interactions with ACD, IVR, CTI, CRM, etc. in the contact center domain.
    • Collaborate with software admins, software developers, business analysts, system architects, and IT professionals to implement system solutions
    • Design, configure, and implement strategic and operational projects supporting Global Customer Ops
    • Support ongoing system maintenance & upgrades as necessary
    • Analyze information in the system to proactively suggest or develop solutions to issues
    • Document end-to-end workflows showing system inputs and system outputs
    • Apply prior omnichannel system experience to provide operational assistance to address the needs of internal users

    BASIC QUALIFICATIONS:

    • 1+ year of experience managing and customizing an enterprise omnichannel platform

    PREFERRED QUALIFICATIONS:

    • Bachelor’s Degree or higher in Technology or related field
    • Experience managing and customizing inContact or Genesys omnichannel platforms
    • Experience in contact center applications such as: intelligent routing, ACD, CTI, IVR, and/or workforce management.
    • Familiarity with contact center metrics such as: FCR, ASA, AHT, Occupancy, and CSAT.
    • Working knowledge of CRM, live channels (telephony, chat, etc.), asynchronous channels (web, email, social, etc.), and contact center best practices in an operationally efficient service center environment.
    • Proficiency in understanding and implementing business workflows and processes
    • Proficiency developing, deploying, customizing, and integrating NICE inContact solution
    • Working knowledge of REST APIs
    • Development experience with JavaScript or other object-oriented language
    • Experience designing for multiple languages
    • Direct service experience
    • Experience working in a high-growth, performance-focused environment
    • Ability to adapt to constant business change and changing requirements
    • Proven track record of role/career growth (via promotion, etc.)
    • Collaborative, team-first attitude and drive to add value