Senior Cloud Contact Centre Technical Lead

2 weeks ago

Dublin, Dublin City, Ireland beBeeEngineer Full time €90,000 - €120,000
Cloud Contact Centre Engineer

About this role:

We are seeking a seasoned Cloud Contact Centre Engineer to join our team.

In this role, you will be responsible for leading the design, implementation, and ongoing support of Cloud Contact Centre solutions, driving superior customer interactions through innovative technology.

Key responsibilities include designing, implementing, and maintaining Cloud Contact Centre solutions, collaborating with stakeholders, and providing expert consultation and support to business units and IT management.

  • Design and Implementation
  • Lead the design, implementation, and maintenance of Cloud Contact Centre solutions, including advanced call flows, Interactive Voice Response (IVR), Automatic Call Distributor (ACD), and agent workflows.
  • Collaborate with stakeholders to ensure effective design decisions, high-quality solutions, timely delivery, and easy implementation.
  • Support and Consulting
  • Provide expert consultation and support to business units and IT management throughout every phase of the project development cycle.
  • Ensure seamless integration of contact centre solution with various applications, including CRM systems for comprehensive 360-degree customer view and streamlined data flow.

Additional responsibilities include customising desktop tools to empower contact centres with efficient tools and unified interface for managing customer interactions across multiple channels, implementing and managing advanced queues and call routing logic, and leveraging AI-driven insights to ensure optimal call distribution and agent skill-based routing.

As a Cloud Contact Centre Engineer, you will be expected to utilises APIs to integrate the contact centre solution with various applications, perform customer assessments, design, build, and technical documentation in support of the organisation.

Key qualities required for success in this role include excellent communication and collaboration skills, strong problem-solving abilities, and experience working with cloud-based technologies.

This is an exciting opportunity to work on cutting-edge projects and contribute to the growth and success of our organisation.

Apply now to take your career to the next level

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