This will be a remote role based out of the Banfield Pet Hospital headquarters in Vancouver, WA.

Salary Range: $93,707 - $128,847 (DOE)

Summary and Qualifications:

Support and implement complex contact center solutions, coordinate and perform planning, development, testing and releases on IVR enhancements within applicable platforms.

Drive the use of technology to resolve business challenges, recommend and implement tactical improvements resulting in increased automation, as well as higher agent performance, dollars collected, and products sold.

Essential Responsibilities and Tasks:

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Coordinate and perform release planning, development, testing and releases on IVR enhancements.
• Utilize skills-based routing design and implementation for voice, chat, email, and SMS contact center technology.
• Work with Architecture team to design, develop, and deploy and consume API’s.
• Understand and translate business requirements to technical requirements.
• Prepare design documents based on business requirements for application development.
• Triage incoming issues from the call center, facilities, and payroll, directing issues to IT or vendor, communicating updates and resolutions to call center associates and other stakeholders.
• Develop and maintain technical documentation for contact center software as applicable.
• Ensure that contact center communications & materials comply with Banfield branding standards, promoting Banfield products, services, and practices.
• Serve as product owner for contact center platforms, administering and configuring systems, mentoring others on system administration, collaborating with IT associates to test, implement, and maintain integrations with other Banfield &/or external vendor systems.
• Analyze call data, identifying negative trends, and determining root causes, using technology to mitigate negative calling trends, provide reporting & analysis to call center leadership
• Recommend process & technology improvements to senior call center leadership.
• Other job duties as assigned.

Special Working Conditions:

• Ability to work at a computer for long periods of time.
• Project timelines and work volume/deadlines may often require more than 40 hours per week to complete essential duties of this job.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.
• The noise level in the work environment is normally moderate.
• Environment where pets are present.

Experience, Education and/or Training:

• Bachelor’s degree in Computer Science or Business Administration is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
• Seven years of experience with NICE CXOne is required.
• The ability to develop, maintain, and troubleshoot complex scripts and PaaS services consuming external APIs from a variety of systems is required.
• Experience working with cloud-based SaaS/PaaS/LaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure is required.
• Salesforce experience is preferred.

What We Offer – The Good Stuff:

• Competitive salary with paid time off & holidays so you can spend time with the people you love
• Medical, dental, and vision insurance for you and your loved ones
• Fertility and family-building assistance
• Paid Parental leave
• Practice Paid Basic Life Insurance
• Practice Paid Short- and Long-Term Disability
• Competitive referral program – join our team, bring your friends, and get paid*
• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match
• Commuter Benefits
• Legal Plan
• Health Savings Account & Flexible Spending Account
• Mental health support and resources
• Paid Volunteering
• Optimum Wellness Plans® for up to three pets
• Continuing Education allowance & MED hours for eligible positions
• Student Debt Relief (for full-time DVMs)
• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more

Even More Good Stuff:

• Opportunities for growth and leadership roles at Banfield, Mars, and other divisions of Mars
• Health and well-being benefits to support quality of life
• Associate-led equity, inclusion, and diversity groups (we have 7 of them!)
• Awesome opportunities to volunteer through Mars Volunteer Program, like volunteering at coral reef cleanups or on research vessels!

• Terms and conditions apply

**Benefits eligibility is based on employment status

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Banfield Pet Hospital® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Banfield Pet Hospital is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment in every Banfield location.