Contact Centre Engineer

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  • Permanent
  • £60,000 - £80,000 (GBP)
  • Remote Only
  • 01/06/2021

We are looking for a contact centre engineer to work within a professional services organisation to design, build, and deploy products, applications and service offerings across multiple contact centre environments.

Description

We are looking for a contact centre engineer to work within a professional services organisation to design, build, and deploy products, applications and service offerings across multiple contact centre environments.

Engineer will be responsible for / to….

  • Provide thought leadership to clients on test strategies, methodologies and best practices within the contact centre domains including IVR and social media
  • Liaise with client’s project and technical personnel to implement, deploy and deliver solutions based on the company’s products and services
  • Deploy Nectar products on client premises
  • Develop, create and execute on test, design and deployment documentation
  • Ensure efficient, timely and successful delivery of products and services
  • Provide support for client queries
  • Develop strong customer relationships
  • Demonstrate and maintain expertise and a high-level of competency with the use of our products
  • If required, provide pre-sales support assisting or providing input into Statement of Works and proposals during the sales cycle
  • Strong technical experience with IVR technologies (e.g. speech recognition, speech application development, VXML, CCXML) and contact centre technologies (e.g. CTI, Genesys, Cisco, Avaya)
  • Knowledge and understanding of IP and/or TDM telephony technologies
  • Knowledge of networking concepts and troubleshooting
  • QA methodologies
  • Experience with the testing of systems and infrastructure in the IVR and contact centre domains, and/or formal testing methodologies and processes
  • Working experience with SQL, scripting languages, or any other development experience
  • Extensive experience with Microsoft operating systems
  • Knowledge on GitLab and Zyphre DevOps tools
  • Experience with SQL Server DBMS

 

Qualifications/Skills

  • 5+ years of continuous experience in testing and/or technical delivery positions
  • Possess domain experience with IVR and contact centre technologies
  • Experience being part of a professional services or service delivery organization that has handled software solutions for large enterprises
  • Excellent interpersonal skills with ability to foster strong internal and external relationships
  • A strong customer and team focus, with the drive and attitude to go “above-and-beyond” to deliver on commitments
  • A strong sense of professionalism, diligence and an eye for detail, consistently delivering work of a high quality
  • Strong written and spoken communication skills, conveying ideas/decisions effectively to various levels of management
  • Highly motivated with the ability to work independently with minimal supervision.
  • Work cohesively and efficiently within a team as well as with other teams.
  • Superior time management skills with the ability to prioritize and handle multiple tasks and projects
  • Familiarity with waterfall and agile methodologies
  • BA/BS required

Skills

Environments
Contact Centre
Voice / Telephony
IT Infrastructure Expertise
DevOps
IP Telephony
IT Infrastructure Products
Avaya
Cisco
Genesys
Microsoft
IT Network Expertise
Design
Implementation
Support
Programming Languages & Frameworks
SQL
Service Delivery Scope
Testing
Software Development
Documentation
Software Development Tools
GitLab
Testing Tools
Cyara
Empirix

Industry Experience

Telecommunications - Service Provider, ISP, Mobile
IT