Telecoms Engineer jobs in Corsham

The Job:
We're seeking an experienced AWS Connect Specialist to design, implement, and manage our cloud-based contact center solutions. Direct management responsibilities will include making configuration changes based on business requirements to add functionality to the IVR to deter calls, decrease call handle times, and improve customer satisfaction across our global platforms with heavy focus in EMEA and US & CA. Also, the role is expected to troubleshoot integration issues and assist the business in managing the vendor from a technical perspective.

Role and responsibility:

• Configures and develops IVR call flows, menu selections, voice prompts and calls dispositions from Five9 / AWS Voice Contact Centre management console
• Build custom reports to show efficacy of configurations and integrations in Five9 Reporting Dashboard
• Integrates Five9 / AWS IVR into HITS platform via API calls, leveraging data elements to intelligently route calls and provide claim process status
• Creates new Omnichannel capabilities by leveraging Chat configurations, HITS integrations, and Cloud-based services
• Liaise with client and/or Account Management regarding day-to-day centre activities
• Maximise the efficiency to of call centre technology by monitoring, coordinating hardware/software upgrades and enhancements internally and with partners
• Audit and trend all key performance indicators against strategic and tactical goals
• Conducts regular partner performance reviews to ensure minimum expectations and action plans are in place
• Provide ongoing evaluation of processes and procedures, and drive improvements in area operations, efficiency and service to both internal and external customers
• Implement call centre best practices and drive call centre management education to instill accountability for productivity and performance goals within the call centre, and within the local management team an partners, developing a metric driven focus
• Leverage technology to maximise support for delivering best in-class customer service
• Inspect partner operations both via Performance management tools and on sites to ensure execution to plan and standards are being met
• Identifies performance and expectation gaps and facilitates resolution
• Identifies operating opportunities for continuous improvement and efficiencies

The Person:
3+ years of Telecom experience in a similar role
The ideal candidate will have deep expertise in Amazon Connect and related AWS services.

Experience in working with call centre software and processes, including IVR, Workforce Management, Agent Performance, Queuing and Switch Technologies

Highly Preferred: AWS Cloud Computing experience specifically with AWS Connect, Lex, and Lambda.
Fully Versed in Microsoft Office, and particular uses related to reporting and analytics

Strong Problem- solving skills

Superior communication skills, both written and oral

Strong and proven analytical skills

Highly preferred: AWS Cloud Computing experience specifically with AWS Connect, Lex, and Lambda. Serving internal customers and external call centre partners by planning and implementing call centre strategies and operations; improving systems and processes; managing staff and communicating value. You will be integral in our transition from Fiv9 technology to AWS Connect.

INDHS

Job Types: Full-time, Temporary
Contract length: 3 months

Schedule:

• Monday to Friday

Work Location: In person