Contact Center Solution Designer

This is a fully remote position, open to applicants in Poland.

📋 Description

• Designing architecture and solutions for Contact Center (IVR, automations, omnichannel)

• Configuration and implementation of Contact Center systems (routing, queues, SLA)

• Integrations with CRM, AI, BI, and other platforms

• Analyzing KPIs (ASA, AHT, FCR) and optimizing service processes

• Implementing omnichannel solutions (phone, email, chat, social media)

• Testing and auditing Contact Center systems (IVR, chatbots, performance)

• Supporting the enhancement of operational efficiency in Customer Care and the quality of customer experiences

• Developing customer service in an omnichannel model for international markets and all markets within the InPost Group

⛳️ Requirements

• Minimum of 2 years of experience with Contact Center systems

• Experience in their configuration and optimization

• Familiarity with systems such as Alfavox, Genesys

• Proficiency in English at a minimum B2 level

• Preferred: basic knowledge of networking, VM/K8S, cloud (Azure/GCP/AWS)

🏝️ Benefits

• Participation in strategically significant projects for business process transformation

• Opportunity to implement innovative solutions based on AI and automation

• Real impact on the direction of automation and NLP/GenAI solutions development

• Opportunities for technical growth in a modern technological environment

• Employees can work remotely

• Collaboration in a B2B model