Contact Center Platform Engineer

hace 3 semanas

Barcelona, Barcelona, España Https:Www.Energyjobline.ComSitemap A tiempo completo
Job Title: Contact Center Platform Engineer

We are 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. The ideal candidate will have a strong understanding of contact center technology and experience with main players in the marketplace, such as Genesys Cloud.

Key Responsibilities:
  • Manage a Cloud Contact Centre technology based on an omnichannel solution from voice to chat, emails, and AI automation.
  • Use 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.
  • Integrate with different vendor 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.
  • Experience with main players in the marketplace (Genesys Cloud is an advantage).
  • Knowledge of contact centre 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.

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