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Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services.

Requisition ID : 9104

Employment Type : Full Time

Job Category : Information Technology

Work Location : Davidson, NC (CSC) - Remote

State or Province : North Carolina (US-NC)

Potential Work Location : United States : North Carolina : Davidson

JOB TITLE: Remote Lead Omni-Channel Engineer

BRIEF POSITION SUMMARY:

MSC Industrial Supply’s Contact Center Technology team is seeking a detail-oriented, results-driven Lead Omni-Channel Engineer to provide technical leadership and delivery of new capabilities and maintaining the existing applications and solutions across the Contact Center technology portfolio. This role will be responsible for leading the analysis, planning, designing and developing of quality-based Contact Center solutions. This role provides exposure to and evaluation of emerging IVR and Omni-Channel technologies and a great opportunity to work on highly visible projects across all areas of MSC Industrial Supply. Successful candidates will demonstrate strong leadership skills, have experience in leading and delivering quality technical solutions, leverage financial acumen and discipline as well as setting and executing on a strategic technical vision.

In addition, candidates must have a willingness to understand existing processes and systems and possess strong interpersonal and communication skills. The candidate should be able to make decisions quickly in consultation with team members and be able to build relationships, actively participate in teamwork, and understand the dynamics and critical nature of the business.

DUTIES and RESPONSIBILITIES:

• This role will be responsible for leading key Contact Center Voice and Digital Enterprise initiatives and interfacing with other Business Solutions teams.

• Managing Business client relationships at all levels, including relationships with third party suppliers.

• Demonstrate sound technical expertise for relevant engineering discipline/s.

• Partnering with vendors to optimize new product and service offerings

• Work in large enterprise-class network environments, supporting converged technologies in support of Omni-Channel solutions.

• Lead discovery-related conversations, workshops, and associated deliverables for stakeholders

• Accountable for a large-scale software product. Drive End-to-End solution delivery involving multiple platforms and technologies with medium to large, complexity or oversee certain parts of very large complex implementations in the Omni-Channel space.

• Provide technical leadership by enforcing the vision of the application architecture and safeguard the integrity of the application environment, in alliance with architects and other tech leads.

• Leverage Technology research skills, ability to apply technology advancements to business use cases, ability to engage leaders to support technology changes, assess and recommend feasibility of innovative ideas across the enterprise

• Understand and implement the overall technical vision for projects, programs, or systems, keeping in mind cross-functional impacts, integration across the organization and architecture rationalization.

• Function as subject matter expert and advocate for the software applications supported, requiring depth and breadth in their knowledge of the business processes, technologies, applications, integration and interfaces.

• Oversee technical deliverables for invest and maintenance projects through the software development life cycle, including validating the completeness of estimates, evaluating and recommending optimal design patterns, builds and implementations.

• Optimizes highly fault tolerant systems that maintain availability and are scalable

• Proactively address technical issues and risks that could impact project schedule and/or budget.

• Work closely with stakeholders to design and document automation solutions that align with the business needs and also consistent with the architectural vision.

• Looks across industry frameworks and identifies which testing frameworks can enable optimization of test practices across the organization and in coordination with infrastructure as well as application development

• Provide leadership in investment or maintenance initiatives (review, input, recommend) and ensure alignment to strategic roadmap and application stability

• Ability to lead and resolve major incident response and deliver root cause analysis with remediation recommendations

• Develop and promote best practices for continuous improvement.

• Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.

• Participation in special projects and performs additional duties as required.
  

EDUCATION and EXPERIENCE:

• JAVA: 5 years (Preferred)

• IVR: 7 years (Preferred)

• Cloud architecture: 5 years (Preferred)

• Omni-Channel Solution: 5 Years (Preferred)

• Bachelor's Degree or equivalent technical education/certification required

• 5+ years of experience providing engineering support of telephony platforms such as Avaya, Genesys, NICE, etc.

• 3+ years experience designing, implementing, and deploying large scale Digital Contact Center transformation
  

SKILLS:

• Have a comprehensive telephony background and thorough understanding of SIP, VoIP, & QoS

• Experience in chatbots (Lex, Dialog Flow, Nuance, etc)

• 5+ years of practical, hands-on experience maintaining multi-site, complex contact center environments

• Possessing Genesys or NICE Cloud certification is an added advantage

• Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts knowledge in PureCloud API’s, Chatbot and in some Architect flows

• Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)

• Understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers

• Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management

• Java/JavaScript, Web-services knowledges are preferable.

Benefits may include: paid time away including holidays and parental leave, medical and dental plans, retirement savings plans with company-match, disability and life insurance, tuition reimbursement program, recognition and service award programs, wellness and workplace flexibility programs, stock purchase plan, and product discounts (Benefits may vary by location).

Compensation starting at $87000 – $124000 and up dependent on experience.

Why MSC? People. Collaboration. Insight. That’s how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.

When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, Associate Inclusion Circles: Women, Pride, Black, Veterans, HOLA and DisABLEd as well as a variety of benefits to support you and your family's health, well-being, and financial future. If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.

Equal Opportunity Statement: At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression or any category protected by applicable law. By applying to this job you agree to the Application and Acknowledgment Declaration terms. Click HERE to review.

Why MSC People. Collaboration. Insight. That’s how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future. If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC. Equal Opportunity Statement At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression or any category protected by applicable law. By applying to this job you agree to the Application and Acknowledgment Declaration terms.