Contact Centre Tech Engineer

Contractorchemicals; Leeds; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the field of Civil Engineering is seeking a Contact Centre Tech Engineer. This role involves managing IT operations and ensuring effective technology changes in the contact centre environment. The ideal candidate will have experience in Telephony and IT support, alongside proficiency with Avaya and Verint. The position offers opportunities for personal growth within a hybrid working environment, emphasizing a strong team culture.

Benefits

Discretionary annual bonus

Flexible benefits

Free parking

28 days holiday plus public holidays

Life assurance

On-site gym facilities

Wellbeing support

Qualifications

• Experience in Telephony and IT support required.
• Proficiency in Avaya and Verint is essential.
• Strong communication skills necessary to manage escalations.

Responsibilities

• Oversee daily IT operations for the Contact Centre Technology environment.
• Manage tickets and escalations related to Contact Centre Technologies.
• Support incident management and technical delivery of new systems.

Skills

Telephony

IT support

Problem-solving

Communication

Tools

Avaya

Verint

ServiceNow

Job description

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Location: Leeds, Thorpe Park, Hybrid working.

Now Let's Talk About Your Role

Are you ready to take charge of the day-to-day IT operations for our Contact Centre Technology environment? As a Voice & Data Engineer, you'll be at the heart of managing and overseeing technology changes across our complex and tightly integrated tech stack.

You'll play a crucial role in supporting the implementation of changes, handling the daily administration of interaction flows, announcements, and agent configurations.

Other Responsibilities Will Include

• Collaborating with stakeholders, managing tickets and escalations related to Contact Centre Technologies across voice, chat, email, SMS, and related technologies.
• Support Incident and Problem Management functions with major incidents, working closely with suppliers to minimise downtime.
• Support with Technical Deliveries of new systems and applications working closely with Technical Architects as a delivery resource as required.
  
  

So, if you have demonstrable experience in Telephony, IT support and or engineering we want to hear from you!

What We Need From You

• Proficiency in Avaya and Verint is essential.
• Experience with SIP & WebRTC deployments and best practice.
• CCaaS platform deployments and administration.
• Experience of working with Telephony Carrier Networks & NGN routing, Payment Applications & IVA solutions, ServiceNow, UC including VC Management is desirable.
• PCI-DSS
• Strong communication, problem-solving abilities, and the ability to work under pressure.
  
  

A Mission That Gives Back

Our people are our greatest asset. That means part of our mission is building a workplace where you can grow with us, and help us go on to make a difference, together.

You'll also have lots of opportunities to make an impact on your personal development. At Lowell we have a big focus on helping our colleagues develop their careers and grow with us, together.

So, whatever your culture, gender identity, religion, ethnicity, age, neurodiversity, or disability status, if you're ready to help us make credit work better for all, we think you'll fit right in. Our people are our strength, so we build strong teams thriving with diverse voices, and offer benefits that can keep our people strong.

That means

• Discretionary annual bonus for a job well done
• 3% flexible benefits; choose additional benefits or take as cash each month. Whether it's extra holiday or dental cover, there's something for you.
• Hybrid working environment: Work in our new purpose-built Leeds office at Thorpe Park, designed to support collaborative working and those meaningful moments you'll only get from being in the office.
• Free parking when you are in the office and when working from home, you'll be fully equipped with everything you need to be successful.
• 28 days holiday plus public holidays with the option to purchase up to an additional 5 days.
• Life assurance.
• A fantastic culture with more little perks along the way including self-development opportunities, recognition awards, and on-site gym facilities.
• Wellbeing support and a programme of webinars and classes geared towards mindfulness.
  
  

Ready to share in that mission?

So, if you're interested in adding your voice to our fantastic team of people, take the first step and apply today

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Industries

  Civil Engineering

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