Contact Centre Tech Engineer - Leeds
Location: Leeds, Thorpe Park, Hybrid working
About the role:
Are you ready to take charge of the day-to-day IT operations for our Contact Centre Technology environment? As a Voice & Data Engineer, you'll be at the heart of managing and overseeing technology changes across our complex and tightly integrated tech stack.
You will support the implementation of changes, handle daily administration of interaction flows, announcements, and agent configurations.
Responsibilities:
* Collaborate with stakeholders, manage tickets and escalations related to Contact Centre Technologies across voice, chat, email, SMS, and related technologies.
* Support Incident and Problem Management functions, working closely with suppliers to minimise downtime during major incidents.
* Assist with technical deliveries of new systems and applications, working closely with Technical Architects as needed.
Requirements:
* Proficiency in Avaya and Verint is essential.
* Experience with SIP & WebRTC deployments and best practices.
* Experience with CCaaS platform deployments and administration.
* Knowledge of Telephony Carrier Networks, NGN routing, Payment Applications, IVA solutions, ServiceNow, UC including VC Management is desirable.
* Understanding of PCI-DSS standards.
* Strong communication and problem-solving skills, with the ability to work under pressure.
What we offer:
* Discretionary annual bonus.
* Flexible benefits package (choose additional benefits or take as cash).
* Hybrid working environment at our Leeds office, with free parking.
* 28 days holiday plus public holidays, with optional additional days.
* Life assurance and wellbeing support.
* Opportunities for personal development, recognition awards, on-site gym, webinars, and classes.
Join us:
If you're interested in contributing to our mission and being part of our diverse and inclusive team, apply today!
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