Senior Cloud Engineer
hace 20 horas
About the Role:
Cultivate your skills as a Senior UC Cloud Engineer at Empresa Reconocida, where you'll play a pivotal role in delivering world-class network and communications services to information-intensive businesses across the globe.
Key Responsibilities:
- Investigate, diagnose, and resolve customer-reported incidents and enquiries related to Colt's Unified Communications products.
- Design, implement, and support Colt's internal Contact Center solution based on Genesys Cloud (PureCloud).
- Ensure the infrastructure delivers high-quality service to both internal and external customers.
- Maintain the platform updated with the latest contact center industry features and trends.
Accountabilities:
- Take ownership of resolving customer queries and incidents as documented in the Work Instructions.
- Coordinate relationships and liaise with suppliers and internal Colt teams.
- Build and manage customer relationships.
- Ensure records of work carried out are maintained accurately and on time.
- Manage own workload effectively.
- Carry out systems checks to confirm service status, configuration, and presentation.
- Build a network of contacts within the Colt organisation.
- Participate in Continual Service Improvement initiatives.
- Provide training and coaching to new starters and less experienced team members.
- Coordinate and provide input into reports for complex and major incidents.
- Participate in the ONCALL shift rota as required (24/7).
Other Accountabilities:
- Negotiate and agree SLAs, OLAs, and ensure targets are aligned with SLAs.
- Assess processes and tools; provide recommendations for best practices.
- Collaborate with various functions across GCA to improve customer experience.
- Work with stakeholders to identify inter- and intra-GCA strategies/plans.
- Identify key third-party partner relationships to support the excellence of GCA.
- Assist the Portfolio and Sales teams to support customer services.
- Provide consultancy support to different departments.
- Proactively request feedback from team members to improve performance.
- Maintain morale and productivity of geographically distributed teams.
What We Offer:
At Empresa Reconocida, we're committed to providing a dynamic and supportive work environment that fosters growth and development. As a Senior UC Cloud Engineer, you'll have the opportunity to work with a talented team of professionals, develop your skills, and contribute to the success of our organization.
Requirements:
To be successful in this role, you'll need to have a strong background in cloud engineering, excellent problem-solving skills, and the ability to work effectively in a team environment. If you're passionate about delivering exceptional customer service and have a keen eye for detail, we'd love to hear from you.
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