Contact Center Engineer

Job description

**Our mission is to make higher education accessible and affordable for everyone.** We empower students with financial support and supercharge their ability to pay down their debt, so they can get on the right financial track, fast.
We build tools that help people feel in control of their financial future, including:
+ **Private student loans** - low rates, people-first service, and flexible payments.
+ **Student loan refinancing** - break free from high-interest rates or monthly payments.
+ **Scholarships** - access to thousands of scholarships to help students pay less.
Earnies are committed to helping students live their best lives, free from the stress of student debt.

If you’re as passionate as we are about our mission, read more below, and let’s build something great together!
**The Contact Center Engineer position will report to the Director, Customer Experience.**
**As the Contact Center Engineer, you will:**
+ Oversee the configuration and customization of contact center software to align with business requirements and assess, select and implement contact center tools and technologies.
+ Engaging in close collaboration with IT, Engineering, and vendor support teams to efficiently implement new tools, upgrade existing ones, and promptly address and resolve any technical challenges that may arise.
+ Identifying opportunities for process automation through technology to streamline contact center workflows, improve agent efficiency, and enable customers to self-serve through self-help portals or interactive voice response (IVR) systems.
+ Implement process changes and automation to enhance agent productivity and customer experience.
+ Liaise with cross-functional stakeholders (e.g., customer support teams, IT, business units) to understand their requirements and align contact center technology accordingly.
**Your Impact:**
+ Overseeing and optimizing our contact center technologies, ensuring seamless operations, and enhancing the overall customer support experience.
+ Leading and supporting technology migration projects to ensure smooth transitions to newer platforms.
**About You:**
+ 6+ years experience managing contact center software in a call center environment.
+ Proven experience in leading and developing at least one person, preferably in a contact center environment.
+ Strong knowledge of contact center technologies, including but not limited to Zendesk, Nice InContact CX1, Ada Chatbot, and related systems.
+ Experience in project management, process improvement, and technical mentoring.
+ Willing to travel to the office quarterly to collaborate with other Earnies.
**Even Better:**
+ Contact Center Certification: Obtaining certifications specific to contact center technology, such as CCCE (Contact Center Engineer), can demonstrate specialized knowledge and expertise in this field.
+ Project Management Certification.
+ Customer Experience (CX) Training.
**Where:**
+ This role will be based in the US.
#LI-NS1
A little about our pay philosophy: We take pride in compensating our employees fairly and equitably.

We are showcasing a range of your potential base salary based on the roles location.

The successful candidate’s starting pay will also be determined based on job-related qualifications, internal compensation, candidate location and budget.

This range may be modified in the future.
Pay Range
$127,400—$159,250 USD
**Earnest believes in enabling our employees to live their best lives.

We offer a variety of perks and competitive benefits, including:**
+ Health, Dental, & Vision benefits plus savings plans
+ Mac computers + work-from-home stipend to set up your home office
+ Monthly internet and phone reimbursement
+ Employee Stock Purchase Plan
+ Restricted Stock Units (RSUs)
+ 401(k) plan to help you save for retirement plus a company match
+ Robust tuition reimbursement program
+ $1,000 travel perk on each Earnie-versary to anywhere in the world
+ Competitive days of annual PTO
+ Competitive parental leave
**What Makes an Earnie:**
At Earnest, our people bring our cultural principles to life.

These principles define how we work, how we win, and what we expect of ourselves and each other:
+ **Every Second Counts** : Speed is our competitive advantage.

Our customers need better solutions, and the faster we execute, the greater our chance of success.
+ **Choose To Do Hard Things** : We win by tackling the hard things that others avoid, fueled by grit and resilience.
+ **Pursue Excellence** : Great companies, teams, and individuals never settle and are proud of the work that they do.

What’s good enough today won’t be good enough tomorrow.

Excellence isn’t a destination; it’s a mindset of continuous improvement.
+ **Lead Together** : Our success comes from how we work together.

Leadership is not about titles—it is about action.

We take ownership, drive results, and move forward as a team.
+ **Don’t Take Yourself Too Seriously** : We take our work seriously, not ourselves.

The stakes are high, but a sense of humor keeps us grounded, creative, and resilient.
**At Earnest, we are committed to building an environment where our employees feel included, valued, and heard.

Our belief is that a strong commitment to diversity, inclusion, equity, and belonging enables us to move forward with our mission.

We are dedicated to adding new perspectives to the team and encourage anyone to apply if your experience is close to what we are looking for.**
_Earnest provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status, disability or genetics.

Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance._

Required Skill Profession

Other General