Network Contact Center Specialist

4 settimane fa

Milano, Lombardia, Italia Amaris Consulting A tempo pieno
About Us

Amaris Consulting is a prestigious consulting player in the telecommunication sector, recognized for our strategic approach to business and network/telecommunication field.

We are seeking a Network Contact Center Specialist with a good background in telecommunication processes to enhance our team's capabilities.

Job Description

The specialist will be integral to our operations, focusing on technical themes related to telecommunication processes and products.

Your role will require specific process competencies, as you will be dealing with detailed technical aspects of both processes and products within the telecommunication sector.

Key Responsibilities
  • Work with DevOps teams and Agile.
  • Support the Global and Regional teams with Contact Center technical requirements.
  • Work with new products (PoC, testing, documenting, operation readiness).
  • Integrate Genesys with existing telephony systems, CRM, analytics tools, and other enterprise applications to create a cohesive and efficient contact center ecosystem.
  • Ensure that the network and telephony infrastructure adequately supports contact center traffic, guaranteeing high availability, call quality, and redundancy.
  • Monitor network and connectivity performance to identify and resolve issues, optimizing call quality and response times.
  • Work on critical incidents to support the regional and local team.
  • Assist where needed to support end user with all Telecom issues/concerns.
  • Use Genesys platform to support the activities.
Profile Requirements
  • Requirements:
    • Bachelor's degree in computer science, systems analysis, or related studies and experience.
    • 3+ years of experience in the relevant area of expertise within an enterprise voice / global environment, focused on contact center.
      • 3+ years of experience in leading technical evaluation, implementing and resolving Voice issues, including those involving 3rd party suppliers.
    • Voice/Telephony Certification in corresponding technical fields preferred.
    • Proven knowledge of Genesys platform.
    • Proven ability to support Agile project teams by providing advice on opportunities, impact, and risks.
    • Strong experience with effective communication at different levels in the organization in English.
    • Troubleshooting skills on Contact Center technologies.
    • Fluent Italian and English Level.
    • 2 days/week on-site working in Milan.

We are a Consulting company, and also support our customers at their offices and R&D departments, we ask for flexibility in travelling, a desire to work closely with the customer, and a good amount of face-to-face cooperation.

What We Offer
  • Youthful and engaging work climate.
  • Lunch vouchers of €8 per workday.
  • Travel reimbursement for travel from client based on distance.
  • East Health insurance fund.
  • Free access to Mantu Academy platform (24/7).
  • Access to Wellness platform (24/7).
  • Psychological counseling.
Our Ideal Candidate
  • Pioneer: Our spirit of entrepreneurial adventure is what brings us all together and leads us to success.
  • Care: Care is the foundation of all relationships, trust enables us to promote freedom of expression, creativity, and innovation.
  • Performance: This translates into a constant desire to move forward and never stop asking more of ourselves.
  • Commitment: We do not just fulfil our commitments and work hard to achieve great results.
  • Independence: Amaris Consulting belongs to those who created it and to those who develop it every day.

You will join a certified Top Employer that supports its partners cross-sectors 360 degrees on the software lifecycle, providing solutions in different areas such as Strategy management, Data innovation, Business applications & Processes, Design & Development, Digital Workplace and Platform & Security.

Amaris Consulting is an equal opportunity believer. We are committed to promoting all types of diversity within our teams and creating a work environment that is open to all. That is why we encourage eligible candidates to apply, regardless of their gender, sexual orientation, ethnicity, creed or religion, marital status, disability, or other characteristics.

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