Contact Center Solution Designer

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

📋 Description

• Independently design, configure, and implement Contact Center solutions, from business requirements to operational deployment.

• Technical implementation of IVR solutions, routing, queues, SLAs, automation, and omnichannel solutions.

• Configuration and development of Contact Center systems such as Genesys, Alfavox, Amazon Connect, Avaya, or other similar platforms.

• Implementation and development of integrations with CRM, AI, BI, and other platforms.

• Testing of deployed configurations and solutions, as well as participation in their production launch.

• Log analysis, problem diagnosis, and troubleshooting of Contact Center systems.

• Technical analysis of existing solutions and implementation of changes based on KPIs such as ASA, AHT, and FCR.

• Development of omnichannel solutions encompassing phone, email, chat, and social media.

• Testing and auditing of CC systems, including IVR, chatbots, and performance metrics.

• Collaboration with the Customer Care Product Development team that is advancing Contact Center solutions for the InPost Group markets.

⛳️ Requirements

• A minimum of 2 years of experience in a technical role with Contact Center systems.

• Practical experience in independently configuring, implementing, and deploying CC solutions.

• Experience in configuring IVR, routing, queues, service strategies, or other components of Contact Center platforms.

• Familiarity with systems such as Genesys, Alfavox, or other comparable CC platforms.

• Ability to translate business requirements into specific technical solutions and configurations.

• Experience in testing implemented changes and diagnosing technical issues.

• Proficiency in English at a minimum B2 level.

• Basic knowledge of networks, VM/K8S, and cloud services such as Azure, GCP, or AWS is a plus.

🏝️ Benefits

• Direct involvement in the technical design and implementation of Contact Center solutions utilized in the InPost Group markets.

• Opportunity for independent integration of automation solutions based on AI, NLP, and GenAI.

• Real impact on the architecture, configuration, and development of the Contact Center environment.

• Technical development in the areas of CC platforms, integration, cloud, and automation.

• Collaboration based on an Employment Contract.

• Employees can work remotely.