Empresa: HAYS
Provincia: Barcelona
Población: Barcelona
Descripción: Our client, international company is looking for a Product Owner experienced in Contact Center solutions.
Scope of work:
– Your Agent Desktop application is at the heart of the contact center service.
– You are responsible for the application cradle to crave.
– You own, roadmap, design, development, implementation, testing, operations and decommissioning where needed.
– You permanently extend your knowledge to the operational teams to optimize support processes.
– As a CCI Technical SME you are responsible to support Customer engagement and run activities.
– You will closely collaborate with the operations and architecture as well as business design teams to refine high-level design of the agent desktop and to further develop the product with internal and 3rd party vendors.
– You will be key point of contact for operational escalation and new requirements for the Agent Desktop application.
Requirements:
– Technical degree in Telecommunications Technology or similar acquired knowledge.
– Minimum of 5 years´ experience in contact center technology and processes .
– Contact Center experience on technical- and business process level.
– Experience with large scale CTI / CSTA / JTAPI / TAPI integrations running on CTIOS.
– Know how about voice recording and customer authentication (ASC,Nice,Verint,Cisco).
– Certified Cisco Voice or Network specialist and ITIL V3 foundation are a plus.
– Experience with CISCO IP Phones is required but other major IP phones are beneficial.
– Work experience in large IT infrastructure projects with multiple vendors and work streams.
– Ability to explain complex technical systems clearly.
– Experienced in customer communication.
– Excellent understanding of business processes within the contact center domain.
– Excellent knowledge of Cisco Contact Center technology.
– Excellent track record and successfully delivering complex and tight telecommunication projects.
Tecnologías: Cisco,
Tipo de Contrato:
Indefinido
Salario: Sin especificar
Experiencia: Más de 5 años
Funciones: Jefe de Equipo
