Product Specialist - CRC Telephony

MAIN PURPOSE

The Product Specialist – CRC Telephony will operate within the Client Platforms, part of Group Technology Client & Market. You will be joining a dynamic team where you will be the Single Point of Contact for our worldwide Telephony infrastructure used by our Customer Relation Centres (CRC). Our template is based on state-of-the-art solutions leveraging mainly Salesforce Service Cloud and Vonage CTI.

In collaboration with the Technology Team Lead, you are a key stakeholder in several initiatives for our CRCs: you may be involved as a project manager, as a technical expert or as a SPOC depending on the project. Additionally, you coordinate the different internal and external teams to resolve the issues impacting our call-centres and report the progress to the parties.

Your Key Responsibilities

• You monitor and report the progress of various initiatives for our call-centres.
• Your technical background allows you to challenge/validate solutions for new implementations from our telephony provider and internal technical teams.
• You are able to represent the CRC in key transversal programs and identify the impact of suggested changes on our solution and business processes.
• Your knowledge of call-centres’ business process and the underlying technologies helps you analyse and document business requirements, pain points or opportunities into IT requirements to get cost, time, and resources estimation for deploying solutions.
• You lead a constant and close collaboration with our CTI provider and ensure all topics are addressed in a timely and high-quality fashion.
• You participate in UAT/SIT test phases to ensure new functionalities work as expected.
• You work closely with the support team to ensure the proper functioning of the production environment providing business continuity to the operations.
• You coordinate the efforts across different teams (L2 and L3 support, other Salesforce products and Business stakeholders) to help resolve the issues.
• You develop a customer-oriented mindset and a culture of collaboration, trust and transparency and foster a culture of continuous service improvement.
• You may selectively take on additional roles within the team.
  
  

YOUR PROFILE

• Bachelor’s or Master’s degree in Information Technology or Computer Science or equivalent experience
• Minimum 5 years of experience in telephony projects, in the scope of CRM call centers.
• You have previous experience with a CTI solution (preferably Vonage)
• You have strong knowledge on Salesforce Service Cloud, ideally administrator, platform builder and Service Cloud consultant certifications.
• Ability to present ideas in context, which can be understood by technology, business and non-IT personnel.
• Ability to function effectively in a fast-paced environment, handle multiple efforts simultaneously, prioritize and meet deadlines.
• Strong knowledge of Agile methodology.
• Excellent proficiency in English. Fluency in additional languages is appreciated.
• Experience with Jira and Confluence suitable.