Client Systems & Process Specialist

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      "state": "Michigan"
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    "location": {
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      "state": "Michigan",
      "postalCode": "49201",
      "addressCountry": "United States"
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    "datePosted": "2025-06-30",
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    "description": "<p><span style=\"color: rgb(1, 22, 137); font-size: 24pt\">Client Integration &amp; Solutions Engineer</span></p>\n<p><span style=\"color: rgb(0, 153, 68); font-size: 18pt\">About the Position</span><br>Ambs Call Center, the <a href=\"https://www.ambscallcenter.com/\" target=\"_blank\" rel=\"noopener noreferrer\">nation’s top-rated answering service provider</a>, is seeking a technically skilled and service-driven Client Integration &amp; 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.</p>\n<p>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 service—this role is for you. </p>\n<p><br></p>\n<p><span>Primary Responsibilities</span></p>\n<ul>\n<li>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.</li>\n<li>Build, train, and refine client AI Agents based on customer needs.</li>\n<li>Collaborate with the operations and sales teams to ensure account programming aligns with customer needs and company protocols.</li>\n<li>Implement updates, modifications, and improvements to existing accounts, ensuring all changes are documented and communicated effectively.</li>\n<li>Develop and maintain internal statistical reports detailing call volumes, agent performance metrics, and other relevant operational data.</li>\n<li>Assist in investigating client complaints related to account configurations, analyzing root causes, and recommending process improvements for efficiency and effectiveness.</li>\n<li>Conduct system testing and validation post-implementation to ensure functionality and compliance with client specifications.</li>\n<li>Troubleshoot programming issues, working closely with Technical and Operations teams to resolve errors and inconsistencies.</li>\n<li>Leverage AI-powered tools (e.g., AI scripting, intelligent routing, or analytics) to optimize call flow logic, agent scripting, or reporting automation.</li>\n<li>Build and maintain Zapier workflows to connect Startel with third-party CRMs, help desks, or analytics tools.</li>\n<li>Develop custom integrations using APIs to enhance client automation and data syncing capabilities.</li>\n<li>Create and maintain internal knowledge base articles and client onboarding templates to streamline repeatable processes.<br></li>\n</ul>\n<p><span>Expected Key Performance Indicators (KPIs)</span></p>\n<ul>\n<li>Response Time: Acknowledge programming change requests within 1 business day.</li>\n<li>Quality Assurance: ≤2 monthly complaints related to onboarding/programming issues.</li>\n<li>System Efficiency: Continuously optimize account setups to improve call handling time and minimize inefficiencies.</li>\n<li>Documentation Compliance: Maintain thorough and updated documentation for all programming activities.<br><br></li>\n</ul>\n<p><span>Qualifications &amp; Skills Required</span></p>\n<ul>\n<li>Technical Proficiency: Experience working with APIs, JSON, and Zapier.</li>\n<li>Analytical Skills: Ability to interpret data and identify trends.</li>\n<li>Attention to Detail: High level of accuracy in programming accounts and troubleshooting potential issues.</li>\n<li>Problem-Solving Ability: Strong critical thinking skills to identify and resolve system-related problems efficiently.</li>\n<li>Communication Skills: Effective verbal and written communication for interacting with internal teams and clients.</li>\n<li>Time Management: Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.</li>\n<li>Collaboration: Works well within a team environment while also being able to work independently.</li>\n<li>Adaptability: Ability to quickly learn new systems, tools, and processes as they evolve.<br><br></li>\n</ul>\n<p><span>Additional Qualifications</span></p>\n<ul>\n<li>2–3 years' work experience.</li>\n<li>Proven experience working independently.</li>\n<li>Thrives in structured environments using best practices.</li>\n<li>Strong problem-solving skills and a proactive mindset.</li>\n<li>A willingness to be flexible and available to support 24/7 operations when needed.</li>\n<li>Preferred: Experience with Startel Software, Coding experience, Proficiency with SQL queries.<br><br></li>\n</ul>\n<p><span>Work Environment</span></p>\n<p>In-office at Ambs Call Center’s Jackson, MI or Tampa, FL locations. Collaborative, fast-paced, and improvement-oriented culture. Opportunities for professional growth and cross-functional learning.</p>",
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