Contact Center Platform Engineer – (Hybrid Model)

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Client:

eDreams ODIGEO

Location:

Barcelona, Spain

Job Category:

Other

EU work permit required:

Yes

Job Views:

2

Posted:

25.04.2025

Expiry Date:

09.06.2025

Job Description:

As you contemplate your future, you might be asking yourself what's the next step? Start your journey with us. We're seeking an experienced Contact Center Platform Engineer to join our CX Team in Barcelona hybrid who manages our cloud contact center platform to provide customer care services to our clients. We are working on expanding and exploiting the functionality of the tools to their full potential. You will work closely not only with the Customer Services Central Team but also with the Contact Centres External Suppliers, IT department, and the internal stakeholders. If you're ready to soar, we're ready to take you there.

Why eDreams ODIGEO

Join the world's leading travel subscription platform and one of the largest ecommerce businesses in Europe.

20 million customers, 44 markets, 5 brands, 54M members in Prime, 162 million bookings FY23, More than 50000 bookings per day, 100 million daily user searches, 1400 employees, More than 50 different nationalities, 99 permanent contracts, 363 average age.

We're a leading travel tech company revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world's first travel subscription program.

What you will do:

The Role's Key Responsibilities and Tasks

As an eDOer, you will have clear objectives, great challenges, and a clear overview of how your work contributes to the global company project and its customers. As a Contact Center Platform Engineer, you will be in charge of:

• Manage a Cloud Contact Centre technology based on an omnichannel solution from voice to chat, emails, and AI automation.
• Telco knowledge to handle the IT infrastructure of the call center platform: sip trunks, MPLS, webRTC.
• Challenge the status quo every day by using innovative technologies to provide the best customer experience in any interaction.
• Integrate with different vendors' APIs/systems to act as one.
• Provide outstanding support to troubleshoot production challenges.

What you need to succeed:

Good to have:

• Person with IT Telco degree and minimum 3-5 years proven experience in a similar position.
• Understanding of contact center technology, main players in the marketplace (Genesys Cloud advantage).
• Knowledge of contact centre multichannel solutions, voice bots, artificial intelligence apps.
• API capabilities.
• Developer skills to customize standard solutions via programming.
• Good knowledge of telecom networks principles and terminology.
• Be able to work with data reporting (Google BigQuery).
• Troubleshooting skills.
• Flexibility and a can-do approach to complete tasks on time.
• Ability to work using own initiative and as a member of a team.
• Ability to work effectively under pressure and to deadlines.
• Good organizational, communications, analytical, and problem-solving skills.
• Fluent English, Spanish beneficial.

What's in it for you?

The best talent deserves the best benefits.

At eDO, we want you to be a part of our success story and great culture. Here's what we offer:

• A rewarding compensation package, Prime Plus membership, competitive salary and benefits package including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support, and the possibility of choosing your equipment and even better keeping it for free after 3 years.
• Continuous learning to fuel your growth and explore new horizons. Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus enjoy a great onboarding program.
• Grow opportunities to empower your career and unleash your potential. Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.
• Your wellbeing is our priority. Embrace freedom and flexibility. At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You'll be able to find the right work/personal life balance that suits you best.
• Work hard, party hard. We believe in having fun and connecting with colleagues. Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions like sports and music. Come to work as you are with no dress code and enjoy free fruit, coffee, and tea at our offices.
• Enjoy a dynamic and healthy environment. Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You'll work in an Agile mindset environment with recognition at our core.

Wanna take a peek into what it's like to work at eDO? Follow us on [social media] and discover more about life at eDO.

If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further. Take your career to new destinations by applying now and help our diverse, inclusive, and passionate team shape the future of travel!