Solutions Engineer (Cloud Contact Center) Contract

Location: Waltham (hybrid)

NEXT’s mission is to help entrepreneurs thrive. We’re doing that by building the only technology-led, full-stack provider of small business insurance in the industry, taking on the entire value chain and transforming the customer experience. 

Simply put, wherever you find small businesses, you’ll find NEXT.

Since 2016, we’ve helped hundreds of thousands of small business customers across the United States get fast, customized and affordable coverage. We’re backed by industry leaders in insurance and tech, and we still have room to grow — that’s where you come in.

We’re looking for an unstoppable contract Information Systems Engineer to join our team. This role will support the Information Systems team by designing, testing, and implementing configuration-based solutions in Talkdesk and other applications. This position will also do analysis of our application usage, and discover new ways to optimize our end-user productivity. If you’re excited to open up new applications and build practical solutions with immediate impact - we’d love to talk to you!

What you'll do:

• Plan, design and implement cloud based contact centerIVR
• Plan, design and implement cloud based contact virtual agent
• Work closely with engineering teams to design and develop api integration with backend systems to provide a customized contact center experience for callers
• Work closely with the insurance operations teams and act as information systems business partners in order achieve the company goals and needs
• Manage projects and enhancements requests including prioritization, work plans, risk management, etc.
• Define insurance operations processes that can be automated and lead the automation development and implementation phases
• Train end-users on how to work with the existing applications
• Support other business systems including Zendesk as time permits
  
  

What we need: 

• Bachelor’s degree in Industrial Engineering, Information Systems, Computer Science, or related field or 2+ years hands-on experience in designing and implementing cloud based contact centers
• 2+ years’ experience with Talkdesk configuration and administration or equivalent platform such as InContact, Five 9, Genesys
• Demonstrated ability to learn and create a deep and clear understanding of the business process
• Excellent time management, efficiency, and prioritization skills
• Excellent social skills, build consensus and form trusting relationships with external and internal stakeholders
• Fluent English, both written and spoken
• Attention to detail and excellent follow-up skills
• Experience working with remote teams
• Positive, make-it-happen attitude

Unstoppable Qualities:  

• Experience with Zendesk configuration
• Experience in API and systems integrations 
• Previous SQL experience is a nice to have