Analyst-Service Performance German or French and English Speaker

Valeo; Fuenlabrada; Presencial; EUR 40.000 - 80.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Voice and Contact Centre Senior Engineer to tackle technical challenges and configure new services. This role requires over five years of expertise in voice solutions, with responsibilities including Level 3 support, system performance monitoring, and collaboration with suppliers and internal teams. You'll be at the forefront of deploying new voice services and maintaining critical contact center functionalities. Join a multicultural environment that promotes hybrid working and offers comprehensive social benefits, including private medical insurance and educational development programs. This is an exciting opportunity to enhance your career while contributing to meaningful change.

Servicios

Private Medical Insurance

Pharmacy Insurance

Dental Insurance

Vision Insurance

Life Insurance

Educational Development Program

Formación

• 5+ years of experience in Voice and Contact Centre roles.
• Strong knowledge of AVAYA and CTI solutions.

Responsabilidades

• Provide Level 3 support on technical issues for Voice and Contact Centre components.
• Monitor performance and maintain documentation of systems.

Conocimientos

Voice and Contact Centre Solutions

Problem Resolution

Teamwork

SIP Protocols

SQL Queries

Educación

Degree level education

Herramientas

AVAYA

Genesys Cloud

Cisco Webex Contact Center

Wireshark

Descripción del empleo

Cigna healthcare is a global health service company with roots in the US, serving more than 180 million customers and patients throughout the world. We deliver quality health care through choice, predictability, affordability and through integrated capabilities and connected, personalized solutions that advance whole person health.

Cigna’s mission is to help our customers improve their health, well-being and sense of security by providing access to care. With our whole health approach, we’re focused on addressing health concerns, improving resilience, reducing stress levels and emotional health issues. Our employer promise is to remain steadfast in our commitment to fostering growth and improving lives by offering meaningful work within a positive, inclusive culture that prioritizes our colleagues. We champion teamwork and collaboration and empower our people with cutting-edge technology to drive efficiency and amplify their impact in everything we do. Together we strive to create an environment where every individual thrives and contributes to meaningful change.

YOUR JOB

Cigna is looking to recruit a Voice and Contact Centre Senior Engineer (L3). The role, reporting to the Voice Manager, is designed to solve technical issues and configure new services. This role is suited to someone with 5 years + technical experience in a Voice and Contact Centre Solutions role.

MAIN RESPONSIBILITIES :

• Provide Level 3 support on technical issues related to all Voice and Contact Centre components.
• Monitor performance, ensure availability, maintain documentation of systems and processes.
• Contact suppliers to ask for new services or to open tickets in case of non-resolvable issues. Keep on pushing on suppliers until issues are solved or new services are delivered.
• Be in continuous contact with internal customers to know and prioritize both new needs and ongoing issues. Have a good knowledge of the current configured services.
• Participate in new voice services deployments collecting the needs and helping to look for the best voice resources to implement them.
• Configure and Maintain :

Contact Centre users, stations, agents, skills, and ad-hoc reports.

• SIP trunks, routing strategies, policies.
• Contact Center multichannel campaigns : voice, email, chat, social media.
• Recording solution including quality management, Speech Analytics and Workforce Management.
• Develop IVRs to automate self-services or to look for the best agent to route the calls by connecting IVR to CRM, ASR (speech recognition) or TTS (text to speech) systems as well as to Internal Databases.

SKILLS AND KNOWLEDGE NEEDED :

• Educated to a degree level or equivalent.
• Experience Managing Voice, CTI and Contact Centre solutions.
• Experience working with the business workforce team and with 3rd party suppliers. Good skills of English will be needed as well as good Teamwork skills.
• Great ability in problem resolution but also in looking for improvements or configuration changes that permit avoiding future issues.

Required :

• Good knowledge on AVAYA and CTI Contact Center solutions. Experience with Genesys Cloud and Cisco Webex Contact Center will be specially valued. Certifications in those products will be valued.
• VoIP Protocols : SIP, SDP, RTP and all the different secure versions.
• Used to work with certificated to deploy secure sip-trunks. Deep experience using Wireshark to analyze SIP signaling and RTP voice issues.
• Experience developing IVR scripts to play menus, collect digits, connect to databases or to CRMs to offer self-services or to route the call to the best available agent.
• Good knowledge of SQL queries, BI, Call History, CDR, etc.
• Be part of an on-call rota for out-of-hours support on a minimum 1 week in 3 basis.

Desired :

• Experience configuring Speech Analytics campaigns and modifying them to get better results.
• Experience configuring TTS / ASR solutions.
• Experience integrating Contact Centre solution with Biometrics or natural language systems.
• Knowledge of Video Conference Devices.

WHAT WE OFFER :

• Permanent contract.
• Working hours : Monday to Thursday 9.00 to 18.15 and Friday 9.00 to 14.45.
• Multicultural working environment with Hybrid working. Enjoy working from the comfort of your home 3 days per week and 2 days from our Madrid office.
• Social Benefits : Private Medical Insurance, Pharmacy Insurance, Dental Insurance, Vision Insurance, Life Insurance, Educational Development Program, Allowances and so on.