UGA Finance is a growing financial technology company that offers consumers credit options at the point of sale. We are a leader in financing and servicing unsecured lending in key verticals, including Education, Medical, Membership, and Consumer Goods. From their professional development programs to their collaborative and inclusive workplace, this client will be a rewarding place to build a career.

Our new, state-of-the-art building in downtown Parkville offers an engaging work environment, employee amenities, and growth opportunities for our company.

We are looking for an Implementation Engineer who will be responsible for administering the day-to-day operations of the contact center dialer and maintaining service levels across all multi-functional areas.

Responsibilities & Impact

• Ensure that the appropriate, cross-functional resources like QA are involved in phases of implementation and support including pre-and post-implementation
• As assigned, collaborate with IT to improve processes and design continuously more efficient ways to configure client portals.
• Work directly with clients to configure LiveVox features in real-time, the goal being to help facilitate the most rapid time to launch the feature into production possible.
• The resource should be willing to work in shifts to handle the client's requests and changes.
• Meet all established deadlines in a dynamic environment
• Strategic thinker and problem solver
• Thorough knowledge and understanding of LiveVox products/components, and services
• Follow the process that delivers continuous improvement and flawless execution
• Good communication and presentation skills, both verbal and written
• Provide transparency for project status and delivery across LiveVox and client
• Strong attention to detail with project and process management skillset and experience

As an Implementation Engineer, you will be working on new requests/changes or issues raised by clients to customize the standard product to their needs making use of the in-house available web-based tools or using scripts. The Implementation Engineer is responsible for understanding the client’s business needs and is always working proactively to identify and serve as the experts in making business decisions that enable LiveVox products to provide the fullest value to the client. In this role, you´ll be responsible for the setup and implementation of technical systems, applications, or processes designed for clients who purchased technology and business process solutions.

You´ll be working on clients’ requests to manage initial access, map, and transfer data to coordinate client hands-off. Troubleshoots functionality of configured systems; identifies and documents technical issues to be escalated to product and system integration teams for resolution. Provides feedback based on client experiences to product and professional services teams for product and process improvements. May work as support directly with client services and provide support remotely. Additionally, you will be assigned as a lead resource on various projects regarding configuration and implementation process improvements. This includes but is not limited to, documentation of configuration steps and process plans for executing implementations of certain products, features, or bundles/packages of those products and features.

Required Education And Experience

• 2+ years in a direct client-facing or technical role with a demonstrated track record of successfully applying problem-solving, critical thinking, and analytical skills
• University degree in Computer Science, System Engineering, or a related field
• Excellent written and spoken English is Essential
• Knowledge of how web portals work or using tools developed on web
• Basic knowledge of Data Base and writing SQL queries
• Knowledge of any scripting language is an added advantage like Shell, Perl, JavaScript

Preferred Experience

• 2 years of experience working with the LiveVox Product Line and Configuration Tools, or other contact center solution(s)
• Knowledge of Pendo, Salesforce, Jira, Confluence, and Clarizen preferred
• Cloud Based on Software configuration experience preferred

Competencies

• Exceptional at teaching, coaching, and educating others
• Technical Capacity in cloud software, API/web service integration, and VoIP/networks
• Communication Proficiency and Assertiveness regardless of the audience
• Time Management
• Excellent Leadership skills

Position Type/Expected Hours of Work:

From time to time, this position requires work to be completed after the standard work day and some weekend work.

UGA Finance provides equal employment opportunities to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.