Edinburgh, Scotland, United Kingdom Hybrid / WFH Options
JR United Kingdom
strong awareness of the contact centre and telecoms landscape, ideally having worked across a mix of communication platforms and technologies — such as chat, voice, IVR, NICE, Genesys, Cisco, Avaya, and others. You’ll bring both commercial acumen and deep technical knowledge of how modern voice and contact centre solutions are More ❯
key operational processes, introduce best practices, and support colleagues in delivering a high-quality service experience. Key Responsibilities Oversee and optimise telephony systems, including IVR, call routing, and call recording Troubleshoot technical issues and support system upgrades or implementations Evaluate contact centre operations and recommend improvements Manage relationships with technology More ❯
Edinburgh, Midlothian, Scotland, United Kingdom Hybrid / WFH Options
Eden Scott Ltd
key operational processes, introduce best practices, and support colleagues in delivering a high-quality service experience. Key Responsibilities Oversee and optimise telephony systems, including IVR, call routing, and call recording Troubleshoot technical issues and support system upgrades or implementations Evaluate contact centre operations and recommend improvements Manage relationships with technology More ❯
Excellent communication and interpersonal skills; capable of explaining technical concepts to diverse audiences. Familiarity with CRM systems, databases, and CX tools (e.g., voice, chat, IVR, WFM, ACD) is advantageous. Ability to manage multiple priorities in a high-pressure, fast-paced setting. #J-18808-Ljbffr More ❯
Amazon Connect platform? If you love solutioning for enterprise Clients and you have a passion for helping our customers solve for omnichannel, self-service IVR, routing, etc. this is the perfect challenge for you! Your expertise and knowledge will allow you to push platforms to the limit and transcend Client … Defining overall CXone, Genesys Cloud or Amazon Connect Application architectures including (but not limited to) networks, WFM, quality, AI tools, ACD, CRM Integrations and IVR Creating designs that provide for effective maintenance, scalability, and upgradability such that they can be built by on or offshore engineers Enterprise ACD, CTI and … IVR experience including management of system limitations (threads, memory, etc..) API integrations and Web service experience including authentication and synchronous/asynchronous designs Management of implementation being performed by engineers including code reviews, troubleshooting, requirements management and integrations Ability roll up sleeve and dive into the code as needed, lead More ❯
