Technical Solutions Engineer for Contact Center Operations

4 dni temu


Kraków, Lesser Poland Heineken Pełny etat
Company Overview

We are a part of Heineken Global Shared Services Center, which plays a vital role in the company's digital transformation. Our team is committed to delivering high-quality solutions that support Heineken's business growth.

Job Description

We are seeking a skilled Senior Solution Engineer to join our Contact Center Team. As a key member of this team, you will be responsible for designing, configuring, developing, and integrating IT solutions within the Genesys Cloud CX tech stack. Your expertise will enable use cases per the needs of the business, ensuring seamless customer experience.

You will provide technical and architectural input to guide the development of scalable and robust solutions. This includes tailoring technical solutions for OpCo's requirements, often leveraging existing products or services, and customizing and configuring systems to meet agreed scope.

Your responsibilities will also include communicating with users and OpCos, working closely with Product Owners and other DevOps teams, overseeing the resolution of complex technical or business challenges, integrating solutions with other Heineken systems and data sources, conducting thorough testing and validation of configured solutions, and providing technical support and troubleshooting assistance as needed.

In addition, you will drive continuous improvement in platform stability, performance, and scalability, proactively identifying and recommending opportunities to optimize team delivery and business processes, adhering to solution standards, and documenting configuration processes, guidelines, and best practices for future reference.

Required Skills and Qualifications
  • Experience: 8+ years of working experience in a similar position developing IT solutions into large multi-nationals
  • Knowledge: Mandatory-to-know technologies such as Genesys Cloud CX, scripting and automation using Python and JavaScript, integration experience with CRM/WFM systems, cloud and telephony concepts (SIP, VoIP, ACD, PSTN), and troubleshooting and monitoring of cloud-based telecom services and infrastructure.
  • Skills: Strong understanding of configuration management principles and practices, proven track record of delivering scalable, high-quality solutions, strong knowledge of distributed systems and integration methodologies, experience with working in an Agile environment and collaboration with cross-functional teams, and excellent written and verbal English.
Benefits
  • Flexible Work from Home scheme
  • Attractive Performance Bonus
  • Parking Space for Employees
  • Flexible working hours
  • Sodexo Card
  • Life Insurance
  • Employee Referral Programme
  • Job Opportunities within HEINEKEN
  • Private Medical Healthcare
  • Social Events


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