glasgow, central scotland, united kingdom Hybrid / WFH Options
Talent Locker
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 ❯
Glasgow, Stobcross (historical), City of Glasgow, United Kingdom
HRC Recruitment
collaboration with team Heads, you will design and manage SMS, email, and call strategies to deliver efficient and effective outcomes. Responsibilities will also include IVR management and dynamic call routing to ensure inbound contacts reach the most appropriate team member. Key Responsibilities: Develop, implement, and maintain multi-channel contact campaigns 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. 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. JBRP1_UKTJ 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 Work effort estimations 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 More ❯
and low-level designs. Define and validate test cases for new builds, upgrades, and platform retirements. Provide high level oversight for: Contact Centre and IVR systems and integration strategies Call Recording deployment alignment and failover design Load Balancer architecture , including HA, routing policies, and application awareness Work closely with engineering … Core IP networking (routing, switching, DNS, DHCP, IPAM) – Essential Enterprise-grade Load Balancers (e.g., F5, Citrix ADC) – Essential Contact Center platforms – Beneficial Telephony and IVR architectures – Beneficial Experience supporting multi-region implementations with cross-site HA and DR. Familiarity with resilience frameworks and metal tiering concepts (Bronze/Silver/ More ❯
