Senior Unified Communications Specialist

3 days ago

Dublin, Dublin City, Ireland beBeeCloudContactCentreEngineer Full time €80,000 - €120,000
Job Title:
Cloud Contact Centre Engineer

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 to provide expert consultation and support to business units and IT management.
  • Ensure design decisions are effective, high-quality, timely and easily implementable.
  • Customize desktop tools to empower contact centres with efficient tools and a unified interface for managing customer interactions across multiple channels.
  • Implement and manage advanced queues and call routing logic leveraging AI-driven insights to ensure optimal call distribution and agent skill-based routing.
  • Design and implement callback features to enhance customer experience and manage wait times effectively.
  • Support Cloud Contact Centre to leverage AI-powered insights for improved customer interactions and streamlined service efficiency.
  • Utilize APIs to integrate the contact centre solution with various applications including CRM systems for a comprehensive 360-degree customer view and seamless data flow.
  • Develop documentation including policies and procedures for all aspects of VoIP network.
  • Perform customer assessments design build and produce technical documentation in support of the organization.
  • Maintain deploy and troubleshoot issues as they arise.


Additional responsibilities include providing troubleshooting to resolve common platform issues at all tiers installing configuring and maintaining the Voice infrastructure including hardware/software recommendations acting as Project Leader responsible for the effectiveness quality and timelines of project design decisions and implementation ease providing training and technical mentoring for voice and contact centre platforms and supporting voice platforms carrier services E911 compliance and toll-free number management.


Requirements:
  • Previous experience in contact centres desired.
  • Effective communication skills capable of articulating technical concepts clearly to both technical and non-technical audiences.
  • Working knowledge of Agile methodologies preferred.
  • A degree or relevant work experience is preferred.

Why Work With Us:

We offer a flexible collaborative and stable environment committed to community support and professional growth. We promote internal mobility accessibility and inclusivity. Apply today and discuss your flexible working needs with us.

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