European Contact Center Specialist - Cluj-Napoca

24 months determined period contract

Purpose of the role:

Contact Centers encompasses the following departments: Customer service, Inside Sales and Credit & Collections. The primary focus of a European Contact Center process & technology SME is to support the various business units and countries on their processes with the technology and infrastructure in use. These embraces:
•    business and troubleshooting process engineering
•    system configuration in an agile framework
•    technical incident management around the various SaaS solutions based on SLA
•    vendor and project management
•    manage frequent change requests from internal/external customers.

Description:

1. Systems configuration – Webex Contact Center Sys Admin

• Monitors and adjusts software routing scripts in direct relationship to customer experience and revenue impacting business areas
• Based on forecast trends and intraday visibility, makes real time changes to complex routing strategies and supports tool reporting
• The position is responsible for setting up new business units by gathering business requirements and completing end to end configuration, test and go-live support
• Design user tutorials and deliver trainings for the Virtual Cloud applications by focusing on the acquisition of knowledge, skills, and competencies
• Manage profiles, user accounts and security that give access to dashboards, forecasting and reporting tools

2. Systems Availability /Communications

• Works closely with internal and external IT suppliers in order to ensure the network and system availability
• Acts as secondary point of escalation for Cisco Webex Contact Center and Verint WFM
• Position is required to engage multiple resources when a failure occurs, be able to diagnose and troubleshoot any issue until resolution, gather data, collaborate with business owners and provide root cause analysis

Requirements:

• High school diploma is required preferably in the following areas: business / economics or technical
• Fluent speaking and writing in English
• Basic knowledge of business and IT processes
• Workable knowledge of MS Office, Visio, MS Project
• Any relevant proof of technical expertise constitutes an advantage 
• Experience in dealing with escalated system/process queries 
• Good communication skills, very good customer focus, proactive attitude
• Very good organizing and problem solving skills, strategic thinking
• Ability to work well under pressure and with deadlines
• Networks background of all Contact Center solutions would be a plus
• Knowledge of Dashboard administration, Call Center technologies (including voice / data 
• infrastructure), Project management (desired but not necessary), 
• Relevant experience in Contact Centers Operations, Information Technology, Telecommunications (desired but not necessary)
• Routing experience with ACD applications, call flows, scripting, contact center planning, multi media and web self service solutions would be a plus
• Experience with helpdesk tools/network support (desired but not necessary)
• French and/or German knowledge constitute an advantage