optimisation systems for property operations. You'll leverage technologies such as process mining, predictive analytics, and intelligent decision support systems, while also incorporating complementary AI capabilities including voice technologies (IVR, voice-to-text), computer vision (image and video-based diagnostics), and natural language processing where they provide strategic value. Beyond our customer-facing products, you'll drive internal operational excellence More ❯
software, with deep domain experience in digital/unassisted self-service channels (e.g., Google Dialog Flow). Experience with generative AI in the customer service domain is a plus. IVR/Routing/ACD experience preferred. Experience in business process improvement and customer success. Proven ability to independently handle senior executive audiences and stakeholders, provide thought leadership, and gain strategic More ❯
Birmingham, West Midlands, United Kingdom Hybrid / WFH Options
Fdo Consulting Limited
this role you must have - Good experience of Amazon Connect (my client have just launched this) And ideally you will have ADO Pipeline Development, web chat, call monitoring and IVR payment solutions. Well respected financial service client are looking for a Senior Contact Centre Engineer with good knowledge of Amazon Connect. In this key role you will be responsible for More ❯
Slough, Berkshire, South East, United Kingdom Hybrid / WFH Options
Fdo Consulting Limited
this role you must have - Good experience of Amazon Connect (my client have just launched this) And ideally you will have ADO Pipeline Development, web chat, call monitoring and IVR payment solutions. Well respected financial service client are looking for a Senior Contact Centre Engineer with good knowledge of Amazon Connect. In this key role you will be responsible for More ❯
City of London, London, United Kingdom Hybrid / WFH Options
Talent Locker
proposition. You'll need a 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 architected, delivered, and managed in More ❯
troubleshooting and resolution for Amazon Connect and telephony issues. This role supports configuration, integration, and performance monitoring tasks. Key Responsibilities - Investigate and resolve escalated incidents related to call flows, IVR, agent profiles, and telephony routing. - Maintain and update configuration settings in Amazon Connect and associated telephony systems. - Support integration with CRM platforms such as Pega and third-party tools. - Monitor More ❯
troubleshooting and resolution for Amazon Connect and telephony issues. This role supports configuration, integration, and performance monitoring tasks. Key Responsibilities - Investigate and resolve escalated incidents related to call flows, IVR, agent profiles, and telephony routing. - Maintain and update configuration settings in Amazon Connect and associated telephony systems. - Support integration with CRM platforms such as Pega and third-party tools. - Monitor More ❯
and delivery in a forward-thinking organisation. Key Responsibilities Design, implement and manage outbound campaigns across SMS, email and voice to support customer self-cure and inbound contact. Develop IVR strategies and manage dynamic call routing to align inbound contact with agent skill sets. Collaborate with Risk Analytics and Business Intelligence to shape data-driven contact strategies. Maintain and roll More ❯
Experience designing and building large-scale contact centres Experience of NICE CXone deployments Experience designing and implementing digital messaging solutions Hands-on experience implementing Workforce Optimization Tooling ACD/IVR configuration CRM integration Outbound Dialling Digitally First Omnichannel (DFO) Agent Desktop Customisation Implementation of highly complex routing logic A strong understanding of contact centre reporting and KPIs Live chat/ More ❯
experiments, and drive insight-led enhancements to cure, recovery, and roll rates. Own the development and A/B testing of omni-channel engagement flows - SMS, email, push, app, IVR, and agent - informed by behavioral and risk signals. Lead strategy and oversight of third-party collections and debt recovery partners. Define SLAs, implement champion/challenger frameworks, and hold agencies More ❯
