Process Automation Specialist

Process Automation Specialist

Job Summary

TheProcess Automation Specialist is responsible for designing, developing, testing, troubleshooting, and implementing automation technology solutions that support the strategic goals and objectives of the Customer Contact Centers.

The role uses technologies such asVisual Studio, Pega, Microsoft Access, SQL databases, VBA, and Robotic Process Automation (RPA) to improve business processes and application performance. The specialist will also troubleshoot technology issues, support testing and technology changes, and serve as a liaison between the Customer Contact Centers and IT.

Key Responsibilities

• Design, develop, code, unit test, debug, and implementRPA solutions.
• Develop automation solutions usingVisual Studio, Pega, Access, SQL databases, and other technologies.
• Analyze organizational needs and goals to identify current and future impacts on applications and systems.
• Support leaders withtesting and test plan development.
• Perform validation testing before and after technology changes.
• Troubleshoot technology and application issues and coordinate with IT as needed.
• Serve as a liaison between the Customer Contact Centers and IT.
• Balance development, testing, and application support responsibilities.
• Complete assigned tasks independently and as part of a small team.
• Support multiple priorities in a fast-paced environment.
• Maintain a high level of accuracy and attention to detail.
• Learn and apply new technologies and tools as required.
• Provide support during nights, weekends, standby periods, and emergency situations as assigned.

Required Qualifications

• Bachelor's degree or certification inComputer Programming, Computer Management, or a related area.
• 1–3 years of experience developing applications in a corporate environment.
• Enhanced knowledge and understanding ofCIS and/or Client.
• Strong analytical and troubleshooting skills.
• Strong interpersonal and collaboration skills.
• Ability to work independently and effectively in a team environment.
• Ability to learn new technologies and tools quickly.
• Self-motivated, detail-oriented, and able to manage multiple priorities.
• Advanced skills with personal computers, database management, andMicrosoft 365 Office.
• Ability to balance application development, testing, and support responsibilities.
• Willingness to work flexible schedules, including nights, weekends, standby, and emergency support as assigned.
• Collaborative, open-minded, and driven approach to work.

Preferred Qualifications

• 1–3 years of programming experience in Robotic Process Automation (RPA).
• 1–3 years of experience developing VBA applications.
• Less than 1 year of experience inCall Center Operations.
• Knowledge or experience withLEAN.
• Knowledge or experience withSix Sigma.

Key Technologies

• Robotic Process Automation (RPA)
• Visual Studio
• Pega
• Microsoft Access
• SQL Databases
• VBA
• Microsoft 365
• CIS
• Database Management

Ideal Candidate

The ideal candidate is aself-motivated, analytical, and detail-oriented professional who can develop and support automation solutions while working collaboratively with business and IT teams. The candidate should be comfortable learning new technologies, troubleshooting issues, supporting testing activities, and managing multiple priorities in a fast-paced Customer Contact Center environment.