CX Engineer
Utica, NY · On-site +1
... permanent process-driven solutions. This person will be focused on measuring and managing the ... In-depth understanding in Call Center operations including technologies and data management.
CX Engineer
Utica, NY · On-site +1
... permanent process-driven solutions. This person will be focused on measuring and managing the ... In-depth understanding in Call Center operations including technologies and data management.
Permanent Remote Call Monitoring information
See Oneida, NY salary details
$10.71 - $12.03
2% of jobs
$12.03 - $13.36
8% of jobs
$13.36 - $14.69
12% of jobs
$14.90 is the 25th percentile. Wages below this are outliers.
$14.69 - $16.01
18% of jobs
The median wage is $16.59 / hr.
$16.01 - $17.34
23% of jobs
$17.34 - $18.67
12% of jobs
$18.70 is the 75th percentile. Wages above this are outliers.
$18.67 - $20
12% of jobs
$20 - $21.32
5% of jobs
$21.32 - $22.65
4% of jobs
$22.65 - $23.98
2% of jobs
$23.98 - $25.30
2% of jobs
$10
$17
$25
How much do permanent remote call monitoring jobs pay per hour?
As of Sep 12, 2026, the average hourly pay for permanent remote call monitoring in Oneida, NY is $17.43, according to ZipRecruiter salary data. Most workers in this role earn between $14.62 and $19.23 per hour, depending on experience, location, and employer.
What is a permanent remote call monitoring?
A Permanent Remote Call Monitoring job involves listening to and evaluating customer service or sales calls from a remote location on a long-term basis. The main goal is to assess call quality, ensure compliance with company standards, and provide feedback to improve customer interactions. These professionals use specialized software to access recorded or live calls, document their observations, and sometimes report findings to management. This role is often fully remote and can be full-time or part-time, depending on the employer's needs. It requires attention to detail, good communication skills, and a strong understanding of customer service protocols.
What are the key skills and qualifications needed to thrive as a permanent remote call monitoring specialist?
To thrive as a Permanent Remote Call Monitoring Specialist, you need strong analytical abilities, attention to detail, and experience in quality assurance, typically supported by a background in customer service or call center operations. Familiarity with call monitoring software, CRM systems, and reporting tools is essential, and certifications in quality assurance or call center management can be advantageous. Exceptional communication, objectivity, and problem-solving skills help you provide constructive feedback and foster continuous improvement. These skills ensure that customer interactions meet company standards, driving customer satisfaction and operational excellence in a remote environment.
What are some common challenges faced by professionals in permanent remote call monitoring roles, and how can they be managed?
Permanent Remote Call Monitoring professionals often navigate challenges such as maintaining consistent attention to detail during lengthy call reviews and adapting to evolving company protocols. Working remotely can also make it harder to communicate quickly with team members or receive immediate feedback. To manage these challenges, it's important to establish a structured daily routine, leverage digital collaboration tools for team communication, and regularly review updated guidelines. Staying proactive about feedback and participating in virtual team check-ins can also help maintain quality and foster a sense of connection.
What is the difference between Permanent Remote Call Monitoring vs Remote Customer Service Representative?
| Aspect | Permanent Remote Call Monitoring | Remote Customer Service Representative |
|---|---|---|
| Credentials | Typically requires call monitoring or quality assurance certifications | Usually requires customer service or communication skills, sometimes certifications in specific industries |
| Work Environment | Remote, focused on monitoring and evaluating calls | Remote, focused on assisting customers via calls or chat |
| Employer & Industry | Call centers, quality assurance firms, customer service departments | Customer service, retail, tech support across various industries |
Permanent Remote Call Monitoring involves evaluating and ensuring call quality remotely, often requiring specific certifications. Remote Customer Service Representatives directly assist customers, focusing on support and problem-solving. While both roles are remote and industry-related, their core functions differ: monitoring vs. direct customer interaction.
What are popular job titles related to Permanent Remote Call Monitoring jobs in Oneida, NY?
For Permanent Remote Call Monitoring jobs in Oneida, NY, the most frequently searched job titles are:
What job categories do people searching Permanent Remote Call Monitoring jobs in Oneida, NY look for?
The top searched job categories for Permanent Remote Call Monitoring jobs in Oneida, NY are:
What cities near Oneida, NY are hiring for Permanent Remote Call Monitoring jobs?
Cities near Oneida, NY with the most Permanent Remote Call Monitoring job openings:
CX Engineer
Utica, NY • On-site, Remote
Tidal Basin Holdco, LLC
Full-time
Re-posted 20 days ago
Job description
Position Summary:
The Customer Experience Engineer will partner with the leaders of the technology and contact center business units to deliver customer-facing value. This candidate will leverage interpersonal and cross-functional skills, product expertise and various technologies to ensure back-end technologies and processes validate and optimize our internal and external customers' front-end needs and overall experience.
The ideal candidate has a history of success in collaborating with internal stakeholders, using data-driven insights to influence decisions and developing permanent process-driven solutions. This person will be focused on measuring and managing the department to service metrics and supporting inquiries from both external and internal customers.
This is a hybrid role that will report to the Technology Business Unit Lead and will require both onsite and remote work. The CX Engineer acts as a key interface that is focused on maintaining a service culture and delivering customer operational excellence.
Job Requirements and Responsibilities:
• Provide backup support for other 3rd party tools utilized within the organization.
Project initiation and execution:
• Manages and monitors relationships with and between key stakeholders; clarifies mutual needs and commitments through the consultation and consideration of impacts. Seeks to push through existing paradigms to create innovative solutions.
• Service Transition - ensures operational readiness by reviewing and approving documented handover procedures, instructions and other collateral for all projects to ensure day-one operational excellence for new/modified services
Skills and Competencies:
Education and Experience:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Rising Phoenix Holdings Corporation is an Equal Employment Opportunity Employer.
The Customer Experience Engineer will partner with the leaders of the technology and contact center business units to deliver customer-facing value. This candidate will leverage interpersonal and cross-functional skills, product expertise and various technologies to ensure back-end technologies and processes validate and optimize our internal and external customers' front-end needs and overall experience.
The ideal candidate has a history of success in collaborating with internal stakeholders, using data-driven insights to influence decisions and developing permanent process-driven solutions. This person will be focused on measuring and managing the department to service metrics and supporting inquiries from both external and internal customers.
This is a hybrid role that will report to the Technology Business Unit Lead and will require both onsite and remote work. The CX Engineer acts as a key interface that is focused on maintaining a service culture and delivering customer operational excellence.
Job Requirements and Responsibilities:
- Provides relevant performance scorecard reporting KPIs / Performance Metrics aligned to Business Unit needs.
- Assist with and advocate for the design and rollout of new support channels and service offerings
- Create support workflows and make suggestions to improve efficiency and effectiveness
- Evaluate 3rd party solutions, drive implementations and support process optimization
- Collect and analyze customer functions' performance and delivery data, taking action regarding responses, and reporting to the organization.
• Provide backup support for other 3rd party tools utilized within the organization.
- Analyzing the order entry process and recommend automation solutions
- Measure and help to improve overall customer experience levels
- Keep up with industry best practices, trends, and standards
Project initiation and execution:
• Manages and monitors relationships with and between key stakeholders; clarifies mutual needs and commitments through the consultation and consideration of impacts. Seeks to push through existing paradigms to create innovative solutions.
• Service Transition - ensures operational readiness by reviewing and approving documented handover procedures, instructions and other collateral for all projects to ensure day-one operational excellence for new/modified services
- Perform other duties as assigned
Skills and Competencies:
- Excellent organizational skills and attention to detail.
- Ability to work independently with little supervision.
- Strong interpersonal, analytical, and problem-solving skills.
- Ability to clearly communicate operation and/or staffing concerns to management with clear solution-driven recommendations.
- In-depth understanding in Call Center operations including technologies and data management.
- Demonstrated Project Management experience.
- Ability to manage program budgets, create meaningful projections, and presents them to strategic decision makers.
- Strong verbal and written communication skills.
- Excellent time management skills with a proven ability to meet deadlines.
Education and Experience:
- BA/BS degree in Business Administration, MIS or relevant field preferred but not required
- 10+ years of total experience
- 5+ years of experience with CRM administration/support and contact center software operations solutions
- 3+ years of project management work including but not limited to discovery, gathering business requirements, interfacing with IT and other functions, planning, implementing and supporting new solutions
- Preferred experience with the NICE or Five9 contact center product suite, but not required
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Rising Phoenix Holdings Corporation is an Equal Employment Opportunity Employer.