Contact Center Solution Designer – m/f/n

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

📋 Description

• Designing architecture and solutions for Contact Centers (IVR, automation, omnichannel)

• Configuring and implementing Contact Center systems (routing, queues, SLA)

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

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

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

• Conducting tests and audits of Contact Center systems (IVR, chatbots, performance)

• Supporting the development of operational efficiency in Customer Care and enhancing customer experience quality

• Advancing customer service in an omnichannel model for international markets and all InPost Group markets

⛳️ Requirements

• Minimum of 2 years of experience with Contact Center systems

• Experience in their configuration and optimization

• Knowledge of systems such as Alfavox, Genesys

• Proficiency in English at a minimum B2 level

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

🏝️ Benefits

• Participation in projects of strategic importance for transforming business processes

• Opportunity to implement innovative solutions based on AI and automation

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

• Potential for technical growth in a modern technological environment

• Collaboration based on an Employment Contract