Cloud Contact Centre Engineer
We are seeking a seasoned Cloud Contact Centre professional to assume leadership of the design, implementation and ongoing support of Cloud Contact Centre solutions.
The successful candidate will drive superior customer interactions through innovative technology, leveraging expertise in advanced call routing mechanisms and integration with AI-driven tools to streamline contact centre workflows and enhance the customer experience while optimizing agent productivity.
Key Responsibilities:
* Design, implement and maintain Cloud Contact Centre solutions including advanced call flows, Interactive Voice Response (IVR), Automatic Call Distributor (ACD) and agent workflows.
* Collaborate with stakeholders providing expert consultation and support to business units and IT management, assisting teams at the highest technical level throughout every phase of the project development cycle.
* Customise desktop tools to empower contact centres with efficient tools and a unified interface for managing customer interactions across multiple channels.
Requirements:
* Previous experience in contact centres is desired.
* Effective communication skills with the ability to articulate technical concepts clearly to both technical and non-technical audiences are essential.
* Working knowledge of Agile methodologies is preferred.
* A College or University degree and/or relevant proven work experience is preferred.