Customer Experience Solutions Engineer
hace 6 días
We are 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. The successful candidate will work closely not only with the Customer Services Central Team but also with the Contact Centres, External Suppliers, IT department, and internal stakeholders.
At eDreams ODIGEO, we're one of the largest eCommerce businesses in Europe, serving 20 million customers across 44 markets through five brands. Our company offers a unique opportunity for career growth and development, with over 50 different nationalities and a global presence.
The Role's Key Responsibilities:
- 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:
- A person with an 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.
- Good organizational, communications, analytical, and problem-solving skills.
- Fluent in English; Spanish is beneficial.
The estimated salary for this role is around €80,000 - €120,000 per year, depending on experience and qualifications.
Benefits:
- A rewarding compensation package including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support, and the possibility of choosing your equipment and keeping it for free after 3 years.
- Continuous learning to fuel your growth and explore new horizons (free Coursera access, soft skills workshops, tech training, leadership development, and more).
- Great onboarding program.
- Opportunities to empower your career and unleash your potential.
- Personalized career paths and the eVOLVE Program will help you discover, grow, and thrive.
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