Product Owner - Contact Center Solution, Barcelona
Barcelona, Barcelona, España
hace 6 días
source : Tecnoempleo


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.
  • We offer :

  • Steady job, you ll get a permanent contract since the first day.
  • Competitive salary (negotiable according to candidate s experience).
  • Fringe benefits : 2K / year in restaurant tickets, life and accident insurance, private pension plan and studies fund.
  • We also offer discounts on other products from the company and shares as well as a Christmas gift card.

  • Covered relocation and visa process expenses if needed.
  • Career plan and specialized training courses.
  • Our schedule is from Monday to Thursday from 8-10h to 17-18h and on Fridays from 8 10h to 14-16h. Besides, from the 25th of June till 15th of September and on Christmas and Easter we have the Friday s intensive schedule.
  • Remote working policy of at least 1 day per week, expandable according to projects requires.
  • Detalles de la oferta

  • Experiencia : Más de 5 años
  • Tipo contrato : Indefinido
  • Jornada : Jornada completa
  • Salario : No especificado
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