Cloud Contact Centre Solutions Engineer

2 days ago

Dublin, Dublin City, Ireland beBeeCommunication Full time €100,000 - €120,000
Cloud Contact Centre Lead Job DescriptionJob Overview

We are seeking an experienced Cloud Contact Centre engineer to lead the design, implementation and ongoing support of cloud-based contact centre solutions.

Key Responsibilities
  • Design and implement cloud contact centre solutions including advanced call flows, Interactive Voice Response (IVR), Automatic Call Distributor (ACD) and agent workflows.
  • Collaborate with stakeholders and provide 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.
  • Ensure that design decisions are effective, high-quality timely and easily implementable.
  • Customise 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.
  • Utilise APIs to integrate the contact centre solution with various applications including CRM systems for a comprehensive 360-degree customer view and seamless data flow.
Requirements
  • Previous experience in contact centres desired.
  • Effective communication skills with the ability to articulate technical concepts clearly to both technical and non-technical audiences.
  • Working knowledge of Agile methodologies preferred.
  • College or University degree and/or relevant proven work experience is preferred.

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