We are looking for an experienced Telecoms & IVR engineer to join a reputable and rapidly expanding Financial Services business.
You will be responsible for the day-to-day support & administration of their IP telephony system and associates networks in a omnichannel contact centre environment. You will help develop, support, maintain and administer the technology to enable business growth, improving system availability & performance, reducing system incidents and ensuring resilience, fail over & business continuity
Key Responsibilities:
- To support, maintain & operate all technical and IT aspects of the IP telephony system plus networks (WAN, SIP Trunks etc)
- Support, maintain, manage and operations of the development, test and live environments
- Setting up new call flows and adjustment of current ones
- Implementation of omni-channel communication
- Liaise with software suppliers / providers to fix new & known issues, implementing custom solutions
- Maintain projects between the telecom lines and non-geographical platform
- Assist and manage projects - including major upgrades and new implementations
Skills & Experience:
- Knowledge of the platform Genesys PureConect (previously known as Interactive Intelligence CIC) , through work experience or your own study
- Knowledge around the predictive dialler (Genesys / ININ)
- Understanding around VoIP/ SIP, IVR, WAN/LAN, QoS
- Experience with large contract centre applications - SSIS, SSAS
- Knowledge of OFCOM regulations around predictive dialling
- Strong communication and analytic skills
This is a fantastic opportunity to join a team that is utilising the latest technologies and that are also on their journey towards the cloud!
Click apply or email alice.crossley@oliverjames.com for more details