Contact Center Platform Engineer –

hace 1 semana

Barcelona, España Edreams Odigeo A tiempo completo

As you contemplate your future you might be asking yourself what's the next step? Start your journey with us. We're seeking an experienced Contact Center Platform Engineer to join our CXT team in Barcelona (hybrid), who manages our cloud contact center platform to provide customer care services to our clients. We are working on expanding and exploiting the functionality of the tools to their full potential. You will work closely not only with the Customer Services Central Team but also with the Contact Centres, External Suppliers, IT department, and the internal stakeholders. If you're ready to soar,we're ready to take you there.Why eDreams ODIGEO Join the world's leading travel subscription platform and one of the largest eCommerce businesses in Europe.20 million customers44 markets5 brands54M members in Prime162 million bookings in FY23More than 50,000 bookings per day100 million daily user searches1,400 employeesMore than 50 different nationalities99% permanent contractsAverage age: 36.3We're a leading travel tech company revolutionizing the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world's first travel subscription program.What you will do: The Role's Key Responsibilities and TasksAs an eDOer, you will have clear objectives, great challenges, and a clear overview of how your work contributes to the global company project and its customers. As a Contact Center Platform Engineer, you will be in charge of:Managing a Cloud Contact Centre technology based on an omnichannel solution from voice to chat, emails, and AI automation.Telco knowledge to handle the IT infrastructure of the call center platform (SIP trunks, MPLS, webRTC).Challenging the status quo every day by using innovative technologies to provide the best customer experience in any interaction.Integrating with different vendors' APIs/systems to act as one.Providing outstanding support to troubleshoot production challenges.What you need to succeed: Good to have:Bring your unique perspective, speak up, and offer disruptive solutions. You'll have the opportunity to learn and grow while making a real impact on our team. Here's what you need to succeed:Person with IT/Telco degree and minimum 3-5 years proven experience in a similar position.Understanding of contact center technology; main players in the marketplace (Genesys Cloud is an advantage).Knowledge of contact center multichannel solutions (voice bots, artificial intelligence apps, API capabilities).Developer skills to customize standard solutions via programming.Good knowledge of telecom networks principles and terminology.Ability to work with data reporting (Google BigQuery).Troubleshooting skills.Flexibility and a can-do approach to complete tasks on time.Ability to work using own initiative and as a member of a team.Ability to work effectively under pressure and to deadlines.#J-18808-Ljbffr

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