Senior Cloud Engineer

hace 16 horas

Barcelona, Barcelona, España Empresa Reconocida A tiempo completo
Job Title: Senior Uc Cloud Engineer Ylc374

At Empresa Reconocida, we're seeking a highly skilled Senior UC Cloud Engineer to join our GCA - UC Team. As a key member of our team, you'll be responsible for delivering high-quality service to both internal and external customers.

Key Responsibilities:
  • Investigate, diagnose, and resolve customer-reported incidents and enquiries of Colt's Unified Communications products.
  • Design, implement, and support Colt 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.
Key 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.
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.
  • Maintain morale and productivity of geographically distributed teams.

As a Senior UC Cloud Engineer, you'll have the opportunity to work with a talented team to drive business growth and deliver exceptional customer experiences. If you're passionate about cloud engineering and customer service, we encourage you to apply for this exciting opportunity.

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