CCaaS Platform Architect | Contact Center Optimizer
SmartRecruiters, Inc.
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Benefits offered by this job
Job summary
DuluxGroup in Australia is seeking a Contact Centre Platform Specialist to keep our customer engagement platforms reliable while shaping a future CCaaS environment. You will translate business needs into practical configurations across routing, workflows, case management and omnichannel service, working with multiple teams and external vendors.
Ideal candidates have experience configuring or supporting contact centre platforms, strong knowledge of routing, IVR and AI-enabled workflows, and solid
Qualifications
- Experience configuring or supporting customer service, contact centre, CRM, telephony or workflow platforms within a complex operational environment.
- Strong knowledge of routing, queues, IVR, case management, workflows and omnichannel service, with AI-enabled CCaaS experience highly regarded.
- The ability to translate operational requirements into practical system configurations, testing plans and sustainable platform improvements.
Responsibilities
- Keep customer engagement platforms reliable and up-to-date.
- Configure, govern and optimise CCaaS environment.
- Translate business needs into practical system configurations and tests.
- Collaborate with customer service teams, Technology, platform owners, project teams and external vendors.
Skills
Tools
Job description
DuluxGroup in Australia is seeking a Contact Centre Platform Specialist to keep our customer engagement platforms reliable while shaping a future CCaaS environment. You will translate business needs into practical configurations across routing, workflows, case management and omnichannel service, working with multiple teams and external vendors.
Ideal candidates have experience configuring or supporting contact centre platforms, strong knowledge of routing, IVR and AI-enabled workflows, and solid
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