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.

• Configure and develop Contact Center systems, such as Genesys, Alfavox, Amazon Connect, Avaya, or other similar platforms.

• Implement and develop integrations with CRM, AI, BI, and other platforms.

• Test deployed configurations and solutions, participating in their production launch.

• Analyze logs, diagnose issues, and troubleshoot Contact Center systems.

• Conduct technical analysis of existing solutions and implement changes based on KPIs, such as ASA, AHT, and FCR.

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

• Perform tests and audits on CC systems, including IVR, chatbots, and performance metrics.

• Collaborate with the Customer Care Product Development team on solutions that support omnichannel customer service across the InPost Group markets.

⛳️ Requirements

• A minimum of 2 years of experience working technically with Contact Center systems.

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

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

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

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

• Experience in testing deployed changes and diagnosing technical issues.

• Proficiency in English at a minimum B2 level.

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

🏝️ Benefits

• 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 area of CC platforms, integration, cloud, and automation.

• Collaboration based on a Contract of Employment.

• Employees can work remotely.