Contact Center Architect –

hace 6 meses

Barcelona, España eDreams ODIGEO A tiempo completo

As you contemplate your future you might be asking yourself whats the next step? Start your journey with us

Were seeking an experiencedContact Center Platform Engineerto join our CXTeamin Barcelona hybrid who manages our cloud contact center platform to provide customer care services to our clients We are working on expanding and exploiting the functionality of the tools to their full potential You will work closely not only with the Customer Services Central Team but also with the Contact Centres External Suppliers IT department and the internal stakeholders If youre ready to soar were ready to take you there

Why eDreams ODIGEO

Join the worlds leading travel subscription platform and one of the largest ecommerce businesses in Europe


20 million customers 44 markets 5 brands 54M members in Prime
162 million bookings FY23 More than 50000 bookings per day 100 million daily user searches
1400 employees More than 50 different nationalities 99 permanent contracts 363 average age

Were a leading travel tech company revolutionising the travel booking experience through our consumer insight innovative technology market leadership and Prime the worlds first travel subscription program

What you will do:
The Roles Key Responsibilities and Tasks

As an eDOer you will have clear objectives great challenges and a clear overview of how your work contributes to the global company project and its customers As aContact Center Platform Engineeryou will be in charge of:

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 vendorsapissystems to act as one Provide outstanding support to troubleshoot production challengings

What you need to succeed:
Good to have

Bring your unique perspective speak up and offer disruptive solutions Youll have the opportunity to learn and grow while making a real impact on our team Heres what you need to succeed:

Person with IT Telco degree and minimum 35 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 problemsolving skills Fluent English Spanish beneficial

Whats in it for you?

The best talent deserves the best benefits


At eDO we want you to be a part of our success story and great culture

Heres what we offer:

A rewarding Compensation package Prime Plus membership competitive salary and benefits package including flexible benefits performancebased bonuses birthday day off discounts and partnerships relocation support and the possibility of choosing your equipment and even better keeping it for free after 3 years Continuous learning to fuel your growth and explore new horizons Learn and grow with free Coursera access soft skills workshops tech training leadership development and more Plus enjoy a great onboarding program Grow opportunities to empower your career and unleash your potential Personalised career paths and the eVOLVE Program will help you discover grow and thrive Internal mobility opportunities let you pursue horizontal career changes and promotions Your Wellbeing is our priority Embrace Freedom and Flexibility At eDO we value flexibility employee care and transparency We offer a hybrid homeoffice model focused on outcome not timeinseat Youll be able to find the right workpersonal life balance that suits you best Work hard party hard We believe in having fun and connecting with colleagues Join eDO for afterwork 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 Enjoy a dynamic and healthy environment Be innovative take risks and share your ideas Our diverse and openminded teams support high performance learning and growth Youll work in an Agile mindset environment with recognition at our core

Wanna take a peek into what its like to work at eDO? Follow us onand discover more about life at eDO

If you are ready for a career opportunity with unmatched benefits continuous learning and a supportive worklife balance look no further Take your career to new destinations by applying now and help our diverse inclusive and passionate team shape the future of travel
now

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