Job Description
Job DescriptionSalary: $61,000 - $72,000 annually
Client Integration & Solutions Engineer
About the Position
Ambs Call Center, the nations top-rated answering service provider, is seeking a technically skilled and service-driven Client Integration & Solutions Engineer. In this dynamic role, you'll play a pivotal part in delivering seamless, customized client solutions, and integrations that enhance our customers experience. It bridges client-facing needs with backend automation and technology infrastructure.
Join a fast-paced, collaborative team with a 24/7 commitment to helping businesses across the U.S. never miss an important call. If you're tech-savvy, customer-focused, and excited about bridging systems and servicethis role is for you.
Primary Responsibilities
- Develop, configure, and launch new live answering service accounts in Startel Software and any other related software, following standardized processes approved by Ambs Call Center.
- Build, train, and refine client AI Agents based on customer needs.
- Collaborate with the operations and sales teams to ensure account programming aligns with customer needs and company protocols.
- Implement updates, modifications, and improvements to existing accounts, ensuring all changes are documented and communicated effectively.
- Develop and maintain internal statistical reports detailing call volumes, agent performance metrics, and other relevant operational data.
- Assist in investigating client complaints related to account configurations, analyzing root causes, and recommending process improvements for efficiency and effectiveness.
- Conduct system testing and validation post-implementation to ensure functionality and compliance with client specifications.
- Troubleshoot programming issues, working closely with Technical and Operations teams to resolve errors and inconsistencies.
- Leverage AI-powered tools (e.g., AI scripting, intelligent routing, or analytics) to optimize call flow logic, agent scripting, or reporting automation.
- Build and maintain Zapier workflows to connect Startel with third-party CRMs, help desks, or analytics tools.
- Develop custom integrations using APIs to enhance client automation and data syncing capabilities.
- Create and maintain internal knowledge base articles and client onboarding templates to streamline repeatable processes.
Expected Key Performance Indicators (KPIs)
- Response Time: Acknowledge programming change requests within 1 business day.
- Quality Assurance: 2 monthly complaints related to onboarding/programming issues.
- System Efficiency: Continuously optimize account setups to improve call handling time and minimize inefficiencies.
- Documentation Compliance: Maintain thorough and updated documentation for all programming activities.
Qualifications & Skills Required
- Technical Proficiency: Experience working with APIs, JSON, and Zapier.
- Analytical Skills: Ability to interpret data and identify trends.
- Attention to Detail: High level of accuracy in programming accounts and troubleshooting potential issues.
- Problem-Solving Ability: Strong critical thinking skills to identify and resolve system-related problems efficiently.
- Communication Skills: Effective verbal and written communication for interacting with internal teams and clients.
- Time Management: Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
- Collaboration: Works well within a team environment while also being able to work independently.
- Adaptability: Ability to quickly learn new systems, tools, and processes as they evolve.
Additional Qualifications
- 23 years' work experience.
- Proven experience working independently.
- Thrives in structured environments using best practices.
- Strong problem-solving skills and a proactive mindset.
- A willingness to be flexible and available to support 24/7 operations when needed.
- Preferred: Experience with Startel Software, Coding experience, Proficiency with SQL queries.
Work Environment
In-office at Ambs Call Centers Jackson, MI or Tampa, FL locations. Collaborative, fast-paced, and improvement-oriented culture. Opportunities for professional growth and cross-functional learning.