The Engagement Channel Analyst role entails being an integral part of a team tasked with managing, programming, and providing technical oversight for various components including IP Voice systems, Omni Channel routing, IVR, NLU, and Conversational voice technologies. The position involves daily operations and configuration of CEC Voice Services to support Sales, Loyalty Care, Groups Sales, and other consumer needs. Responsibilities encompass managing platforms such as Nice/Incontact CXOne, Omilia Conversational IVR, Voice Mail, Oracle SBC’s, and their respective peripherals. Moreover, the individual will contribute to various project stages, from lead and solution identification to deployment, operational readiness, and post-implementation support.

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