Ethan van Voorhis
Contact Center Engineer @Landstar
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WORK HISTORY
Contact Center Engineer @Landstar
Jacksonville, FL, US
Specialized in Talkdesk platform development and administration, responsible for designing and building interactive voice response (IVR) systems and chat functionality to optimize customer experience and streamline support operations.Key Responsibilities: • System administration and maintenance of Talkdesk contact center platform • Collaborate with diverse stakeholders to gather technical and business requirements for contact center solutions • Design, develop, and deploy IVR workflows and chat systems • Provide tier 2 technical troubleshooting support for platform issues and user concerns • Deliver training sessions to end users and key stakeholders on system functionality and best practices • Build and configure knowledge management tools to provide representatives with quick access to information for faster customer query resolution • Train and optimize AI models to deliver relevant information and suggestions to representatives during customer interactions • Ensure platform performance, reliability, and continuous improvement of contact center operations
EDUCATION
University of North Florida
B.S., Communication (Advertising Track)
ABOUT ETHAN VAN VOORHIS
IT Professional currently working in the Transportation and Logistics space. Prior experience with Product, Project, and Event Management.
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