Contact Center Platform Engineer

hace 4 semanas

Barcelona, Barcelona, España Edreams Odigeo A tiempo completo
About the Role

We're seeking an experienced Contact Center Platform Engineer to join our CX Team in Barcelona (hybrid) who manages our cloud contact center platform to provide customer care services to our clients.

As a key member of our team, you will be responsible for managing a cloud contact centre technology based on an omnichannel solution, integrating with different vendors/apis/systems, and providing outstanding support to troubleshoot production challenges.

Key Responsibilities
  • Manage 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 (siptrunks, MPLS, webRTC).
  • Challenge the status quo every day by using innovative technologies to provide the best customer experience in any interaction.
  • Integrate with different vendors/apis/systems to act as one.
  • Provide outstanding support to troubleshoot production challenges.
Requirements
  • Person with IT/Telco degree and minimum 3-5 years proven experience with a similar position.
  • Understanding of contact center technology.
  • Main players in the marketplace (Genesys Cloud advantage).
  • Knowledge of contact centre multi-channel solution (voice, bots, artificial intelligence, apps).
  • API capabilities.
  • Developer skills to customize standard solutions via programming.
  • Good knowledge of telecom networks, principles and terminology.
  • Be able 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.
About Us

eDreams ODIGEO is a leading travel tech company, revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world's first travel subscription program.

We're a company that values innovation, teamwork, and customer satisfaction. If you're passionate about technology and customer experience, we'd love to hear from you.

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