Utilize experience of Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, Workforce Management and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, etc. to provide guidance, thought leadership and operational support as a highly skilled Contact Center advisor for internal and external customers. Conceive, design, engineer, and implement software solutions by studying information needs; conferring with users; studying systems flow, data usage, and work processes; investigating problem areas; Demonstrate the ability to resolve key project hurdles and assumptions by effectively utilizing available information and technical expertise.