Primary Location: 6305 Peachtree Dunwoody Rd, Atlanta, GA, USA


Division:
Cox Communications Inc


Job Level:
Individual Contributor


Travel:
No


Schedule:
Full-time


Shift:
Day Job


Requisition Number:
202000968

Have you always wished to better opportunity? Well, boost your potential with Cox Communications as a Scripting and Routing Engineer II, where you’ll be enhancing the lives of our customers and your career.

The Cox Communications Difference

Our employees are our most important resource. To demonstrate the value we place in our employees, Cox offers competitive salaries, an excellent benefits package (healthcare, pension, and 401k) and a best-in-class working environment.

Cox Communications is more than just a place to work. We strive to create an environment that nurtures personal development and the opportunity to build on your talents.

We are committed to having a diverse workforce that reflects the communities we serve. We embrace and foster an environment that builds on the unique talents that come from a variety of people and perspectives.

Keep reading to learn more about the role and how to apply to join the Cox Communications team today.

Primary Responsibilities and Essential Functions

  • Manages routing for all groups that exist within the Avaya CM and LogMeIn environments;
  • Promotes the efficiency and productivity of the Avaya CM and LogMeIn environments by developing/changing routing configurations to increase efficiency and maximize the customer experience;
  • Partners with Requirements PM across the contact center environment to promote optimal call routing strategies;
  • Documents/ Updates scripting and maintains change control process;
  • Monitors performance of the call routing and makes necessary revisions and changes;
  • Makes recommendations that drive business rule change and manages implementation of these changes as needed;
  • Participates in on-call rotation to be called as needed by a 24X7 Command Center when incidents impacting contact center performance occur;
  • Ensures integrity and accuracy of all reporting elements by maintaining familiarity with the impact of call routing changes on reporting;
  • Attends planning meetings and conference calls as necessary with and for the groups supported;
  • Maintains a safe work environment and complies with all Cox safety policies;
  • Performs all other duties as assigned by manager.


Minimum

  • 4+ years of experience required in proven contact center experience specific to call/digital routing
  • 3+ years of experience in IVR/CTI functionality
  • Strong PC skills in all MS Office tools
  • Experienced with database reporting applications (SQL query)
  • Administrative experience with ACD systems (Avaya CMS or Avaya CM) and/or Chat platforms
  • High School diploma or GED

Preferred

  • BS/BA in related discipline strongly desired (i.e. Software Engineering, Software Development, Information Technology, etc.).
  • Experience in telecommunications industry and/or contact center operations desired.
  • Knowledge of Avaya Infrastructure and design
  • Knowledge of Call Center technologies including speech recognition technologies.

Who We Are


About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We’re dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

About Cox

We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com.

Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.