Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

Learn more at diligent.com.

Position Overview:

Diligent Corporation is looking for a Support Systems Engineer to join its Business Technology (BT) group. The BT group is a team of analysts, engineers and leaders in charge of enterprise systems and technology across the organization. Primary responsibilities for this position include administration, optimization, and automation of our new RingCentral CXOne cloud contact center and cloud softphones, and development of their key integrations including Salesforce Service Cloud. Other duties include support escalation, requirements gathering, and strategic planning.

Key Responsibilities:

Collaborate with cross functional teams and business stakeholders to understand objectives, provide support in developing technical solutions.
Set up and administer contact center features, such as omnichannel routing, workforce optimization, quality management (QM), reporting and analytics, skilling, call queues, use creation, etc.
Monitor and troubleshoot call quality and agent issues and escalate to RingCentral support when needed.
Work directly with Diligent Sales + Support managers and supervisors to ensure the CXOne contact center + softphones are optimally configured to provide the highest level of customer service and limit disruptions for our global teams.
Create and maintain detailed business documentation, use case and data flows.
Enhance and administer the Salesforce <> RingCentral integration and assist with help tickets.
Collaborate with internal and external stakeholders to understand their requirements and provide CXone solutions that meet or exceed their expectations.
Stay updated on CXone product updates, best practices, and industry trends.
Ability to reason and think logically.
Strong attention to detail in regard to project planning and documentation
Excellent organizational skills
Task oriented individual, capable of taking ownership of projects and bringing them to completion.

Preferred Qualifications:

Bachelor's degree in engineering, CS, or IT related field preferred
5+ years of experience with focus in contact center administration and Salesforce administration
NICE/RingCentral CXOne cloud contact center and RingCentral MVP softphone administration experience
Certifications Preferred: Salesforce Admin

What Diligent Offers You

Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.

Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.

_{To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.}

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