Omnichannel Call Center Analyst

At Softgic, we work with the most creative individuals—those who build and love what they do with 100% attitude. That’s our #Cooltura. Join our mission to make life easier with technology and become part of our team as an Omnichannel Call Center Analyst.

Compensation:
USD 1K - 1.5K/month.

Location:
Remote (for Colombia, Argentina, and Perú residents).

Mission of Softgic:
In Softgic S.A.S. we work for the digital and cognitive transformation of our clients, aware that quality is an essential factor for us, we incorporate the following principles into our policy:

• Deliver quality products and services.
  
• Achieve the satisfaction of our internal and external clients.
  
• Encourage in our team the importance of training to grow professionally and personally through development plans.
  
• Comply with the applicable legal and regulatory requirements.
  
• Promote continuous improvement of the quality management system.
  

What makes you a strong candidate:

• You have 1+ years of experience in LiveVox, NICE, and TCN.
  
• You are proficient in SQL.
  
• You are beginner in GDPR (General Data Protection Regulation) and TCPA (Telephone Consumer Protection Act of 1991).
  
• Spanish - Native or fully fluent.
  
• English - Native or fully fluent.

Responsibilities and more:
We are seeking a detail-oriented analyst with experience designing and managing customer interaction platforms. This role focuses on developing and optimizing systems such as IVR menus, SMS workflows, chat interfaces, email routing, and outbound dialers. The ideal candidate will proactively monitor performance, troubleshoot issues, and ensure compliance with telephony regulations, while integrating solutions with CRM and analytics platforms. This is a fully remote position requiring a collaborative mindset, technical expertise, and a strong commitment to customer engagement excellence.

• Design, develop, and maintain customer interaction platforms, including IVR, SMS, chat, email routing, and outbound dialers.
  
• Lead configuration, troubleshooting, and optimization of telephony systems.
  
• Monitor system performance metrics and implement process improvements.
  
• Manage software upgrades, patches, and version control.
  
• Ensure compliance with telephony regulations and call-center best practices.
  
• Integrate IVR and dialer systems with CRM and analytics tools.
  
• Produce and maintain technical documentation, including system architecture and configuration guides.
  

Requirements

• 1–2 years of hands-on experience with call center platforms such as TCN, NICE, or LiveVox.
  
• Proficiency in SQL for queries, reporting, and diagnostics.
  
• Strong analytical and problem-solving skills to troubleshoot complex telephony issues.
  
• Excellent written and verbal communication skills for cross-functional collaboration.
  
• Familiarity with telephony regulations (e.g., TCPA, GDPR) and dialing rules.
  
• Proven ability to work independently in a remote, agile environment.
  

• Bachelor’s degree in Computer Science, Information Systems, Telecommunications, or related field.
  
• Previous experience in a call center or contact center environment.
  
• Knowledge of financial regulations and compliance.
  

Benefits

• We're certified as a Great Place to Work.
  
• Opportunities for advancement and growth.
  
• Paid time off.
  
• Formal education and certifications support.
  
• Benefits with partner companies.
  
• Referral program.
  
• Flexible working hours.