JOB SUMMARY:

Under minimal supervision, this position mentors junior associates through project management and documentation. Responsibilities include building complex routing solutions, planning and executing Contact Center technology implementations, and making technology recommendations for the business.

KEY RESPONSIBILITIES:

• Documents methods for completing complex tasks for use by more junior associates.

• Designs and develops moderately to highly complex Contact Center routing solutions using custom strategies.

• Generates reports by writing SQL queries or using reporting tools.

• Works with business and technical analysts to gather requirements for changes to existing routing and reporting.

• Analyzes statistics to make business improvement recommendations.

• Provides recommendations to business and/or technical analysts for future technology direction.

• Coordinates with vendors for creating feature requests, performing upgrades, or troubleshooting issues.

• Manages projects (new technology, infrastructure changes, contact center builds) by delegating tasks and determining project scope and timeline.

MINIMUM QUALIFICATIONS:

• Bachelors degree in Computer Engineering, Information Technology, or related field, or suitable combination of education, experience and training

• 2 years of experience in Contact Center Engineering.

• Four total weeks of professional training on Contact Center technology.

• Experience with Genesys.

EDUCATION:

• Bachelors: Computer Engineering (Required), Bachelors: Information Technology (Required)

WORK EXPERIENCE:

• Information Technology/Systems

JOB OPENING ID:

• 00478519 Contact Center Engineer II (Open)

“This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.”

J.B. Hunt Transport, Inc. is committed to basing employment decisions on the principles of equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, persons with disabilities, protected veterans or other bases by applicable law.

At J.B. Hunt, we continuously look for new ways that our people, processes and technology can be used to move freight transportation forward. We hire for entry-level, professional and management roles across several areas, including corporate services, customer service, engineering and technology, operations, sales and more!