Product specialist crc telephony

Sobre a vaga

The Product Specialist – CRC Telephony will operate within the Client Platforms, part of Group Technology Client & Market. You will be the Single Point of Contact for our worldwide Telephony infrastructure used by our Customer Relation Centers (CRC). You coordinate internal and external teams to resolve issues impacting call-centers and report progress to the parties.

O que vais fazer

• You monitor and report the progress of various initiatives for our call-centers
• Your technical background allows you to challenge/validate solutions for new implementations from our telephony provider and internal technical teams
• You are able to represent the CRC in key transversal programs and identify the impact of suggested changes on our solution and business processes
• Your knowledge of call-centers business process and the underlying technologies helps you analyze and document business requirements, pain points or opportunities into IT requirements to get cost, time, and resources estimation for deploying solutions
• You lead a constant and close collaboration with our CTI provider and ensure all topics are addressed in a timely and high-quality fashion
• You participate in UAT/SIT test phases to ensure new functionalities work as expected
• You work closely with the support team to ensure the proper functioning of the production environment providing business continuity to the operations
• You coordinate the efforts across different teams (L2 and L3 support, other Salesforce products and Business stakeholders) to help resolve the issues
• You develop a customer-oriented mindset and a culture of collaboration, trust and transparency and foster a culture of continuous service improvement
• You may selectively take on additional roles within the team

O que é pedido

• Bachelor’s or Master’s degree in Information Technology or Computer Science or equivalent experience
• Minimum 5 years of experience in telephony projects, in the scope of CRM call centers
• You have previous experience with a CTI solution
• You have strong knowledge on Salesforce Service Cloud, ideally administrator, platform builder and Service Cloud consultant certifications
• Ability to present ideas in context, which can be understood by technology, business and non-IT personnel
• Knowledge of different components that affect call quality in a CTI (network and VPN configuration, laptop setup, headset setup, overall equipment and infrastructure configuration etc.)
• Ability to function effectively in a fast-paced environment, handle multiple efforts simultaneously, prioritize and meet deadlines
• Strong knowledge of Agile methodology
• Excellent proficiency in English

Valorizado

• Fluency in additional languages is appreciated
• Experience with Jira and Confluence suitable

Resumo organizado por IA a partir do anúncio original. Confirma os detalhes no site da empresa.

Investimento de tempo

02:32

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• Ambiente internacional
• Códigos de alta qualidade
• Híbrido
• Membros impressionantes na equipa
• Tecnologias de ponta