Technological Expert for Telecommunication Processes

3 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 seek a skilled Network Contact Center Specialist 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:
  • Collaboration 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.
  • Utilize Genesys platform to support 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.


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