Senior Specialist, Global Cx, CCaaS Development

Our purpose is to positively impact people’s lives every day in every home around the world! We work very hard to provide our consumers with high-quality, exciting 5-star products that make life easier. We thrive on passion and innovation and are looking for great people, with great ideas, who want to build the next big thing and develop while they do.

The CX technology team is responsible for the performance and future development of multiple systems, which allow us to efficiently deal with all types of customer contact. Each system can have multiple layers of functionality and authority and need to be controlled and managed effectively.

The global CCaaS platform is one of the most critical systems within the CX portfolio and requires dedicated support and development to maintain daily performance and to continually meet the needs of the business and operational delivery teams.

Your role will be to create solutions across all channels including bot design and AI, whilst implementing and managing changes to the CCaaS platform and associated systems through integrations. You’ll be defining the initial scope, suggesting solutions, defining a test plan, identifying training requirements and supporting the deployment. You will need a thorough understanding of the Operational ways of working to be able to identify the most efficient system solution.

Duties and Responsibilities:

Platform Management and Configuration:

• Platform Setup and Customization:
  • Configure the CCaaS platform to align with organizational requirements, including setting up user roles, permissions, and profiles.
  • Design and implement voice call flows, including IVR menus, skill-based routing, and automated responses.
  • Design and implement digital assist and live chat flows, using visual menus and AI.
  • Customize dashboards and reporting tools to provide relevant metrics and insights.
• Feature Deployment and Integration:
  • Deploy new features and integrations, such as integrations with CRM systems, workforce management tools, and AI-powered analytics.
  • Ensure seamless integration with other enterprise systems and applications. Especially focusing on consumer self-service opportunities.
  • Conduct thorough testing of new features and updates before rollout.

System Monitoring and Maintenance:

• Performance Monitoring:
  • Continuously monitor system performance, including server load, call quality, and uptime.
  • Utilize monitoring tools to identify and address potential issues before they impact operations.
  • Conduct routine audits of system logs and performance metrics.
• Maintenance and Upgrades:
  • Schedule and perform regular system maintenance, including backups, patch management, and software updates.
  • Coordinate with vendors for platform updates and ensure minimal disruption to operations.
  • Develop and maintain disaster recovery plans.

User Support and Training:

• Technical Support:
  • Provide tier-2 and tier-3 support for end-users, resolving complex technical issues that cannot be handled by the first line of support.
  • Establish and manage a ticketing system to track and prioritize support requests.
• Training and Documentation:
  • Develop training materials and conduct training sessions for new users and ongoing education for existing users.
  • Create and update comprehensive documentation, including user guides, FAQs, and troubleshooting procedures.

Security and Compliance:

• Data Integrity and Security:
  • Ensure data integrity and compliance with data protection regulations.
  • Implement data security measures, including encryption, access controls, and regular audits.
• Compliance Management:
  • Ensure compliance with industry standards, such as PCI-DSS, GDPR, and HIPAA.
  • Conduct regular security assessments and vulnerability testing.
  • Implement security policies and procedures to safeguard customer and business information.
• Incident Response:
  • Develop and maintain an incident response plan.
  • Lead the response to security incidents, including investigation, mitigation, and reporting.

Attributes and Skills:

• Ability to provide multiple solution options and present with clarity and simplicity.
• Clear attention to detail both in design and delivery of solutions.
• Ability to think ‘outside the box’ and challenge ways of working.
• Ability to think end to end and understand the deliverable solution in the operational context.
• Ability to work independently and meet de