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Contact Center Solutions Specialist

Juul Labs San Francisco, CA
  • Expired: over a month ago. Applications are no longer accepted.

THE COMPANY: 

JUUL's mission is to improve the lives of the world’s one billion adult smokers by driving innovation to eliminate cigarettes. JUUL is the number one US-based vapor product. Headquartered in San Francisco and backed by leading technology investors including Tiger Global, Fidelity Investments and Tao Invest LLC, JUUL Labs is disrupting one of the world’s largest and oldest industries.

We’re an exceptional team with backgrounds in technology, healthcare, CPG and biotech, and we’re growing rapidly to deliver on our mission. We’re actively looking to hire the world’s best scientists, engineers, designers, product managers, supply chain experts, customer service and business professionals.

POSITION OVERVIEW:

Our Contact Center Solutions Specialist will be part of JUUL’s technology team focusing on implementing and maintaining the JUUL’s IVR and telephony systems. They will work with a cross-functional teams within the Global Customer Service department and will work to enhance the IVR capabilities.


KEY RESPONSIBILITIES:

Our Contact Center Solutions Specialist will act both as a technical consultant and business analyst supporting the Global Customer Service team based in San Francisco. As the Telephony Analyst, your roles will entail, but not be limited to the following:

  • Design, create & maintain complex IVR DTMF and speech enabled call flows
  • Implementing and maintaining telephony systems including IVR, call routing, reporting and speech analytics
  • Troubleshoot priority contact center issues and lead to resolution
  • Act as project liaison for telephony systems
  • Integrate telephony systems with CRM solutions
  • Implement and maintain the Workforce Management (WFM) platform utilized for forecasting and scheduling
  • Drive tasks that improve the efficiency and accuracy of staffing and scheduling

QUALIFICATIONS & EXPERIENCES:

  • 4+ years of relevant experience in IVR or telecommunications
  • Experience in Contact Center Technology domains including Inbound/Outbound, CTI, ACD Call routing, Call Recording , IVR and speech recognition
  • Previous experience in a dynamic, fast-paced, high-pressure environment supporting large volumes and highly available technology call center environments
  • Ability to review call and system logs to facilitate troubleshooting
  • Prior experience managing & supporting WFM systems
  • Programming experience additionally scripting languages
  • Excellent verbal & written communication
  • Ability to manage competing and conflicting priorities
  • Detail-oriented and ability to maintain composure in challenging situations
  • Ability to work autonomously and as part of a self-directed work team
  • Ability to quickly learn internal tools and processes
  • Experience with JIRA and/or workflow tools
  • A degree in engineering, Computer Science, or Computer Information Systems related discipline or equivalent work experience
  • Familiarity with latest IVR trends and how Contact Center can leverage the latest IVR capabilities

EDUCATION

  • Bachelor of Science, with a degree in Engineering, Computer Science, or Computer Information Systems related discipline or equivalent work experience

JUUL LABS PERKS & BENEFITS:

  • A place to grow your career. We’ll help you set big goals - and exceed them
  • Work with talented, committed and supportive teammates
  • Equity and performance bonuses. Every employee is a stakeholder in our success
  • Boundless snacks and drinks
  • Cell phone subsidy, commuter benefits and discounts on JUUL products
  • Excellent medical, dental and vision benefits
  • Work in the heart of San Francisco, one of the world’s greatest cities

 

Vapor, JUUL, Work Culture, Fast Paced, Start-up, Growth, Vape, Technology, Software, Hardware, Consumer Electronics, Manufacturing, Design, Product, Disruptive, Revolutionary, Cutting Edge, App, Android, eCommerce, B2C, San Francisco, Bay Area, IoT, San Jose, Los Angeles

Juul Labs

Address

San Francisco, CA
USA