Webex Contact Center Engineer

Your and Role and Responsibilities

Are you a passionate technical designer with focus on Webex CC solution? Our Technical Design Team is on the front line of helping customers succeed Webex CC solution. We are seeking a skilled Webex Contact Center Engineer to join our team. The ideal candidate will be responsible for designing, implementing Cisco Webex Contact Center solutions to optimize customer service operations. This role requires expertise in contact center technologies and the ability to work collaboratively with cross-functional teams. 

As a team we provide services for multinational customers, supporting them in utilising different technologies to maximise business performance and provide excellent customer experience.
 
You may be engaged in all phases of the Contact Center solution design activities which include: 

•    Win New Business activities: gathering and analysing user/business system requirements, answering RFPs
•    Design activities: creation of High Level Design documents, Low Level Design documents, Bill of Materials, Call Flow diagrams, User list questionnaires, etc.
•    In-Life activities: daily support of complex service requests for CC solutions implemented by BT
•    support the implementation/transformation of the CC solution that you have designed
 

What You´ll Be Doing

As a member of a global team, provide support to technical solutions within the projects. 

•    Develop and implement Cisco Webex Contact Center solutions tailored to meet specific business requirements.
•    Configure and customize contact center applications, ensuring seamless integration with existing systems.
•    Collaborate with stakeholders to gather technical requirements and provide recommendations for system improvements.
•    Create detailed technical documentation, including system configurations, processes, and procedures.
•    The applicant will work with external clients to confirm and clarify requirements and design considerations.
•    Own the technical solution design
•    Provide technical consultancy
•    Propose secure, reliable, and scalable designs that meet the BT product offering.
•    Consultant to implementation.
•    Drive Right-First-Time solutions and leads lessons learned

What We Offer For You

•    Be part of product developments shaping BT’s future.
•    Supportive environment for learning new technologies, building an architect career.

What Are We Looking For

•    Ability to meet the customers’ needs in line with the business requirements.
•    Working with a cooperative and positive attitude in a group setting to achieve common goals.
•    Communicating effectively and efficiently while adapting to your audience and getting the message through as intended.
•    Using all data and information available to analyse and understand a situation, with the aim of supporting decisions.
•    Proven experience in delivering effective and engaging presentations to a variety of audiences.
•    Taking the responsibility and taking care of the consequences of making a decision
•    Strengths and abilities that help to oversee processes and guide people toward the achievement of goals
 

Good To Have

•    Hands-on experience in design, implementation and troubleshooting of Contact Center solutions
•    Experience Webex Contact Center based solutions                
•    Demonstrated ability to represent BT and drive technical discussions with senior personnel. Prior technical consulting experience is a plus.
•    Language skills: excellent English both verbal and written

Additional Allowances and Benefits

•    Bonus
•    Health Insurance
•    Cafeteria
•    Smart working allowance