RightNow Engineer

Location: 

El Segundo, CA
United States

Job Type: 

Full-Time Position

Overview

The leadership team within Company’s IT organization is looking for an experienced RightNow
Technologies Engineer/Developer to help build and enhance our Call Center support systems.
We are looking for an individual to undertake a RightNow CX configuration, development,
configuration and system administration role. The candidate will be responsible for developing
in and/or customizing RightNow CX Customer Portal, integrating systems and services,
creating workspaces, and maintaining the RightNow CX CRM. In this critical position you will be
responsible for liaising with the RightNow SaaS vendor team and internal functions, including
Customer Support, Coach Relations, Telemarketing, Web Apps and IT at all levels, with the
goal of helping to create Best In Class Customer Service applications and systems. The ideal
candidate will have expertise in leading and supporting client/vendor relationships, experience
in applications development and management, be passionate about IT and customer service, be
adaptable to a dynamic and fast-paced work environment, and have the leadership and technical
skills to drive their visions to completion.

Responsibilities

In this position, you will be responsible for:

  • Demonstrates a reasonably broad knowledge of current industry technologies, features/
    functions, capabilities and their applicability and appropriateness for the Call Center
    teams.
  • Maintain an in-depth knowledge of current RightNow technology, both internally and
    within the industry, and its applicability to the organization.
  • Collaborates and communicates with Call Center Leadership teams on needs, vision
    and strategy for call center tools/applications/systems/functional and technical design/
    configuration.
  • Works with Call Center leaders and analysts to define requirements which correctly
    address business problems and provide sufficient detail to drive the proposed solution
  • Develop recommendations based on RightNow systems capabilities and expertise that
    will benefit the Call Center processes to improve efficiencies and reduce cost.
  • Demonstrates an in-depth knowledge of current RightNow technology.
  • Hands-on development work configuring, customizing, testing and implementing
    RightNow CX solutions.
  • Create proper project documentation including charters and project plans while juggling
    multiple initiatives and tasks in delivery of system solutions to the business.
  • Lead and manage day-to-day troubleshooting and support across the RightNow Call
    Center systems.
  • Participate in regular webinars, user groups and training courses to keep informed about
    the direction RightNow is going.
  • Work with Marketing Team, User Experience and Web Developers on end user site
    changes.
  • Reporting/analyzing trends and make recommendations for change to the business unit
    Operational Managers.• Develop Customer Surveys in support of business growth.
  • Develop Outbound Email campaigns in support of business growth.

Qualifications

The successful candidate will have the following qualifications:

  • Minimum of 7 years experience with RightNow CX configuration components, including:
    • Knowledgebase (Answers)
    • Incident rules
    • Workspaces including workflow and workspace rules
    • Custom objects and custom fields
    • Standard text
    • CTI toolbar
    • Use of log tables
    • Analytics & Reporting
    • Experience with performing RightNow CX patching and upgrades
    • SQL Database experience in developing integration to/from the RightNow
      application architecture
  • Experience in the architecting/design & implementation of CRM projects for Customer
    Support and Telemarketing groups.
  • Excellent team player able to work with cross functional teams
  • Demonstrated knowledge of systems development lifecycle (SDLC) techniques and
    methodologies
  • Able to work with deadlines, and to be accountable in a fast-paced environment
  • Excellent verbal and written communications skills, with the ability to present complex
    ideas in a clear, concise fashion to technical and non-technical audiences
  • Sound understanding of customer service support systems, processes and trending
  • Strong background working within Contact Center OperationsExperience with targeted
    marketing campaigns
  • Experience creating customer surveysFamiliar with best practices for call center-based
    trending analysis

Pluses

  • Familiar with social media CRM technologies such as Facebook, Twitter, etc.
  • CRM or other Call Center systems industry certifications

About Your Experience

  • Bachelor’s degree in a technical field such as computer science, software engineering
  • Excellent technical, analytical, customer service, leadership and management skills
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