Senior Specialist, Global Cx, Contact Center Technology

The CX technology team is responsible for the performance and future development of multiple systems, which allow us to efficiently deal with all types of customer contact. Each system can have multiple layers of functionality and authority and need to be controlled and managed effectively.

The global CCaaS platform is one of the most critical systems within the CX portfolio and requires dedicated support and development to maintain daily performance and to continually meet the needs of the business and operational delivery teams.

Your role will be to create solutions across all channels including bot design and AI, whilst implementing and managing changes to the CCaaS platform and associated systems through integrations. You’ll be defining the initial scope, suggesting solutions, defining a test plan, identifying training requirements and supporting the deployment. You will need a thorough understanding of the Operational ways of working to be able to identify the most efficient system solution.

Duties and Responsibilities:

Platform Management and Configuration:

• Platform Setup and Customization:
  • Configure the CCaaS platform to align with organizational requirements, including setting up user roles, permissions, and profiles.
  • Design and implement voice call flows, including IVR menus, skill-based routing, and automated responses.
  • Design and implement digital assist and live chat flows, using visual menus and AI.
  • Customize dashboards and reporting tools to provide relevant metrics and insights.
• Feature Deployment and Integration:
  • Deploy new features and integrations, such as integrations with CRM systems, workforce management tools, and AI-powered analytics.
  • Ensure seamless integration with other enterprise systems and applications. Especially focusing on consumer self-service opportunities.
  • Conduct thorough testing of new features and updates before rollout.

System Monitoring and Maintenance:

• Performance Monitoring:
  • Continuously monitor system performance, including server load, call quality, and uptime.
  • Utilize monitoring tools to identify and address potential issues before they impact operations.
  • Conduct routine audits of system logs and performance metrics.
• Maintenance and Upgrades:
  • Schedule and perform regular system maintenance, including backups, patch management, and software updates.
  • Coordinate with vendors for platform updates and ensure minimal disruption to operations.
  • Develop and maintain disaster recovery plans.

User Support and Training:

• Technical Support:
  • Provide tier-2 and tier-3 support for end-users, resolving complex technical issues that cannot be handled by the first line of support.
  • Establish and manage a ticketing system to track and prioritize support requests.
• Training and Documentation:
  • Develop training materials and conduct training sessions for new users and ongoing education for existing users.
  • Create and update comprehensive documentation, including user guides, FAQs, and troubleshooting procedures.

Security and Compliance:

• Data Integrity and Security:
  • Ensure data integrity and compliance with data protection regulations.
  • Implement data security measures, including encryption, access controls, and regular audits.
• Compliance Management:
  • Ensure compliance with industry standards, such as PCI-DSS, GDPR, and HIPAA.
  • Conduct regular security assessments and vulnerability testing.
  • Implement security policies and procedures to safeguard customer and business information.
• Incident Response:
  • Develop and maintain an incident response plan.
  • Lead the response to security incidents, including investigation, mitigation, and reporting.

Attributes and Skills:

• Ability to provide multiple solution options and present with clarity and simplicity.
• Clear attention to detail both in design and delivery of solutions.
• Ability to think ‘outside the box’ and challenge ways of working.
• Ability to think end to end and understand the deliverable solution in the operational context.
• Ability to work independently and meet deadlines.
• Excellent verbal and written communication skills.
• Demonstrated ability to develop interpersonal professional relationships and interact with all levels of internal and external customers.
• Strong Project Management skills.
• Extremely organized with strong time-management skills and the ability to prioritize work assignments.
• High level of customer focus and service excellence.
• Strong analytical thinking and problem-solving skills.

Education and Experience:

Education:

• Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field. Equivalent work experience may be considered.

Experience:

• Minimum of 5-7 years of experience in managing and administering CCaaS platforms or similar contact center technologies.
• Proven experience in a technical leadership role, overseeing platform operations and leading teams.

Technical Skills:

• Proficiency in configuring and troubleshooting contact center technologies, including AI, IVR, ACD, and routing.
• Strong understanding of network protocols, telephony, and VoIP systems.
• Familiarity with CRM integrations and API management.
• Experience with scripting and automation tools (e.g., Python, PowerShell).

Preferred Qualifications:

• Certifications:
• Relevant certifications in CCaaS platforms or contact center technologies (e.g., Genesys Certified Professional, NICE inContact CXone Certification).
• Advanced Skills:
• Knowledge of data analytics and reporting tools (e.g., Power BI, Tableau).
• Experience with project management methodologies (e.g., Agile, Scrum).