ABOUT SIMPLISAFE

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.
We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our office on two core days, typically Tuesday, Wednesday or Thursday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.

Our team is dedicated to creating seamless omnichannel engagement to meet the customer where/when they desire and increase FCR through the optimization of our cloud based contact center solutions supporting both human and virtual agents. This role is focused on our suite of contact center solutions, including but not limited to: (IVR, routing, analytics, WFM, bot, knowledge base).

• Partner with Program and Product Managers to scope feasibility of feature enhancements to SaaS platforms and propose platform optimization recommendations and solutions
• Assist in troubleshooting technical issues related to CCaaS systems and provide support during implementation and post-deployment stages.
• Support the evaluation of CCaaS technologies and platforms helping the team make informed decisions on tools, frameworks, and technologies.
• Assist in integrating CCaaS platforms with other business systems, such as CRM tools and third-party applications, ensuring seamless data flow and optimized performance.
• Help maintain and update technical documentation, including architecture diagrams, configuration guides, and integration workflows.
• Work directly with vendor partners to influence product roadmaps, rollouts, timelines, and other planned and unplanned priorities to align with our organizations needs
• Perform platform enhancements and updates as prioritized by the product pipeline process
• Stay updated on the latest developments in CCaaS technologies, cloud platforms, and industry trends to continually improve your technical expertise and contribute to innovative solutions.