Contact Center Support Engineer
Company: LPL Financial
Posted on: January 15, 2022
Are you a team player? Are you curious to learn? Are you
interested in working in meaningful projects? Do you want to work
with cutting-edge technology? Are you interested in being part of a
team that is working to transform and do things differently? If so,
LPL Financial is the place for you!
LPL Financial (Nasdaq: LPLA) was founded on the principle that the
firm should work for the advisor, and not the other way around.
Today, LPL is a leader* in the markets we serve, supporting more
than 18,000 financial advisors, 800 institution-based investment
programs and 450 independent RIA firms nationwide. We are steadfast
in our commitment to the advisor-centered model and the belief that
Americans deserve access to personalized guidance from a financial
advisor. At LPL, independence means that advisors have the freedom
they deserve to choose the business model, services, and technology
resources that allow them to run their perfect practice. And they
have the freedom to manage their client relationships, because they
know their clients best. Simply put, we take care of our advisors,
so they can take care of their clients.
Contact Center Support Engineer
Seeking the right candidate for the position of Contact Center
support engineer who is excited about working with cutting edge
technology team to support solutions for our advisors. This
includes handling the support needs for Contact Center, creating &
maintaining technical documentation, updating agents and routing
configuration of Contact Center technology applications and
platforms, and providing knowledge transfer to clients and other
Support our contact center using cloud-based solutions (inbound /
outbound, IVR, Workforce Management SIP,CTI Integration, Call
Demonstrate deep understanding of customer service domain,
architecture and contact center platforms, tools and technologies
(use of full suite of products such as NICE InContact, -Five9, 8x8,
Cisco telephony, Genesys, Nuance speech recognition)
Work with development and support teams support IVR Applications
and contact center issues and problems
Demonstrate deep understanding of customer service methodologies
and best practices for a service organization focusing on contact
centers and contact center key metrics
Responsible for establishing and owning support process documents
and change management activities
Investigates complex technical issues and is expected to work with
partnering personnel to resolve complex issues.
Ability to prioritize issues effectively and meet tight deadlines
Ability to effectively work both independently and in a
cross-functional team environment.
Willingness to learn new technologies, continuously broaden skill
set, and to identify value opportunities for new and existing
Ability to lead Knowledge Transfer sessions with both internal
staff and clients
What are we looking for?
We want strong collaborators who can deliver a world-class client
experience . We are looking for people who thrive in a fast-paced
environment, are client-focused, team oriented , and are able to
execute in a way that encourages creativity and continuous
Bachelor 's degree in Engineering, Computer Science, or a related
Minimum 5+ years technical, hands on experience with focus on
various Contact Center technologies & solutions (specific focus on
Experience with IVR scripting, Nice InContact (CXone).
Understands requirements specific to deploying IP telephony across
Cloud, LANs and WANs
Excellent written and verbal skills in English.
Ability to thrive in a highly collaborative, team-oriented
Participate and contribute to daily stand-up calls on project
Participate in client calls and presentations as necessary.
Maintain project documentation and status.
Large enterprise contact center experience
Call center analytics leveraging Nexidia and Python scripting
At LPL, we believe that objective financial guidance is a
fundamental need for everyone. As the nation 's leading independent
broker-dealer, we offer an integrated platform of proprietary
technology, brokerage, and investment advisor services. We provide
you with a work environment that encourages your creativity and
growth, a leadership team that is supportive and responsive, and
the opportunity to create a career that has no limits, only amazing
We are - one team on one mission. We take care of our advisors, so
they can take care of their clients.
Because our company is not too big and not too small, you can seize
the opportunity to make a real impact. We are committed to
supporting workplace equality, and we embrace the different
perspectives and backgrounds of our employees. We also care for our
communities, and we encourage our employees to do the same. This
creates an environment in which you can do your best work.
Want to hear from our employees on what it 's like to work at LPL?
- Watch this !
We take social responsibility seriously. Learn more here
Want to see info on our benefits? - Learn more here
Join the LPL team and help us make a difference by turning life 's
aspirations into financial realities. Please log in or create an
account to apply to this position. Principals only. EOE.
Information on Interviews:
LPL will only communicate with a job applicant directly from an @lp
lfinancial.com email address and will never conduct an interview
online or in a chatroom forum. - During an interview, LPL will not
request any form of payment from the applicant, or information
regarding an applicant 's bank or credit card. - Should you have
any questions regarding the application process, please contact LPL
's Human Resources Solutions Center at (800) 877-7210.
Keywords: LPL Financial, Santee , Contact Center Support Engineer, Engineering , Santee, California
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