Contact Center Platform Administrator

Company / Location Information

Water technology is one of the fastest-growing industries in the world. As a leading global water technology company, A. O. Smith Corporation (NYSE: AOS) is at the center of the trend. We are a $3.5 billion company with over 140 years of history and 12,000+ employees. Our emphasis is on hot water and clean water; we are one of the world’s largest manufacturers of residential and commercial water heating equipment as well as a supplier of water purification products in a number of emerging countries.

With manufacturing operations in the United States, Canada, Mexico, China, India, and Europe, we have the reach to serve customers worldwide.

A.O. Smith is committed to continuous improvement and maintaining a culture that values and respects our employees.  Recognized by The Tennessean as one of the top Nashville area Workplaces, we have programs in place to help our team members achieve their potential. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future. If you are inspired to learn, take risks, and succeed as a team, you can build an amazing career at A. O. Smith.

This role is located in our modern Nashville Metro Center office, located just minutes from downtown with easy interstate access and free parking.

Relocation would be considered for this role.

This role is eligible for a remote work schedule of up to two days remote work per week. New employees are eligible to apply after successfully completing their initial 90 days of employment and training.

Responsibilities

• Provide continuous leadership for Contact Center as a Service (CCaaS) product performance and future development within the A.O. Smith roadmap.
• Accountable for and serve as an authority on all aspects of CCaaS solutions.
• Serve as product owner for CCaaS supported products, including but not limited to Observe.AI, Clearview, Zoom.
• Maintain an understanding of the A.O. Smith strategic vision and the CCaaS solution portfolio.
• Coordinate with stakeholders as needed to determine business needs or requirements.
• Accountable for the completion of product enhancements and projects, as well as achievement of business objectives through analysis, scoping, planning, budgeting, and execution.
• Identify customer expectations and unmet needs and create solutions that address gaps and enhance customer experience.
• Functionally manage integrations between CCaaS platform and CRM Systems as well as SAP.
• Serve business need for inbound, outbound, and blended CCaaS solutions.
• Evaluate and recommend new products and systems to improve CCaaS platform and related telecommunications reliability and productivity.
• Create or review all documentation to aid in use, support, governance, troubleshooting, disaster recovery practices, security initiatives, and cross-training.
• Collaborate with CES team to develop strategic vision; translate vision into clear and defined business requirements to drive functional specifications and technical requirements
• Direct the prioritization of projects and enhancements to align with business roadmap and objectives

Qualifications

• Bachelor's Degree in Information Technology Management or Computer Science, or related field or equivalent work experience
• Minimum of 3-4 years of contact center, telephony, or unified communications related work experience
• CCaaS or on-premises contact center platform experience

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

This role is eligible for a remote work schedule of up to two days remote work per week. New employees are eligible to apply after successfully completing their initial 90 days of employment and training.