Senior Contact Centre Engineer

3 weeks ago

Didcot, United Kingdom PLANET RECRUITMENT SERVICES LTD Full time

**Job Title -Sr. Contact Centre Engineer**

**Salary - £70-£100k**

**Location - United Kingdom - Remote**

**Let's talk about the team and the role**:
As a Sr. Contact Centre Engineer, you will bring extensive background in support of cloud contact centre environments and emerging technologies such as IVR, Speech Recognition, Voice Biometrics, OMNI Channel, and CRM integrations. This position will identifykey customer requirements and present contact centre solutions, primarily with RingCentral, that meet those requirements, and deliver on strategic contact centre initiatives through planning, design proposals, developing POC's, business partnership, vendorengagement and team partnership.

**Let's talk about responsibilities**:

- Collaborate with business partners and vendors, to facilitate reviews, and collect and understand requirements for contact centre solutions and how to integrate them with business software.
- Creatively implement, configure, and support internal contact centre software solutions based on feedback from management and other call centre representatives.
- Coordinate efforts between client contact centres and external service providers.
- Develop the technical roadmap and lead the execution of the roadmap including new product requests, Disaster Recovery testing, Performance management, Release Management, etc.
- Integrate solutions with enterprise LANs, WANs, wireless LANs, and other Internet-based services and protocols.
- Integrate a new chat management solution with client websites.
- Design and integrate Knowledge Management capability.
- Measure and analyse product metrics, such as availability, utilization, and feature adoption.
- Monitor and identify capacity and performance issues for solutions to ensure continued, uninterrupted operation.
- Perform trend analysis to prevent issues in call centre solutions and eliminate recurring problems.
- Conduct testing and development of disaster recovery plans to detect faults, minimize malfunctions, and ensure backup or failover systems function as designed.
- Lead technical support efforts related to contact centre software, perform root cause analysis, resolve escalated cases, and inform future preventative measures

**Let's talk about qualifications and experience**:

- 5+ years of experience supporting clients in developing, configuring, and integrating contact centre/call centre solutions (RingCentral or Genesys experience ideal)
- Understanding of customer communications requirements for enterprise business markets
- Skilled SME in analysing, developing, designing, integrating, testing, and deploying contact centre/call centre telephony solutions, IVR, CRM, and chat box capabilities.
- Experience in maintaining documentation library, capturing business processes, creation of storyboards, and training material.
- Background in Agent Desktop including softphone, real-time statistics, CRM integration, Quality Assurance, Single Pane of Glass with inbound and outbound, IVR, call queuing, and call recording.
- Technical experience with integrations including familiarity with Salesforce CRM, ServiceNow, WFM and reporting tools.
- Strong understanding of VoIP and data networking protocols including SIP, MGCP, RTP, IMS, HTTP/S, XML, SMTP, SNMP, SSH, etc.
- Knowledge of networking theories and protocols such as TCP/IP and the OSI Mode with ability to troubleshoot.
- Two or more years of software support, configuration, installation, or similar position
- Knowledge of programming languages desirable (ex: JavaScript, Python.)
- Sharp communication skills (oral/written) and capable of translating complex technical issues or design details and present to our business stakeholders, all levels of management and IT teams.

INDIT

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.

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