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.
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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