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Cloud Contact Center Platform Engineer
hace 2 meses
We are seeking an experienced Cloud Contact Center Platform Engineer to join our CX Team in Barcelona. As a key member of our team, you will be responsible for managing our cloud contact center platform to provide customer care services to our clients.
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, sip trunks, 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' systems to act as one.
- Provide outstanding support to troubleshoot production challenges.
- Good to have: Bring your unique perspective, speak up, and offer disruptive solutions.
- You'll have the opportunity to learn and grow while making a real impact on our team.
- 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 multichannel 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.
- Good organizational, communications, analytical, and problem-solving skills.
- Fluent English, Spanish beneficial.
eDreams ODIGEO is the world's leading travel subscription platform and one of the largest e-commerce businesses in Europe. We have 20 million customers, 44 markets, 5 brands, 54M members in Prime, 162 million bookings FY23, and more than 50,000 bookings per day.
We are a leading travel tech company revolutionizing the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world's first travel subscription program.
We have a dynamic and healthy environment, where you'll work in an Agile mindset environment with recognition at our core. We value flexibility, employee care, and transparency, offering a hybrid home-office model focused on outcome, not time-in-seat.
We believe in having fun and connecting with colleagues, with after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
