Application Specialist (Contact Center & CRM)

Olisipo; Lisboa; Hybrid; EUR 40,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Free online training

Discounts at Olisipo Partners

Free psychological consultations

Job summary

A leading IT company in Lisbon seeks an experienced Application Specialist for a hybrid role. The ideal candidate will blend technical and functional expertise to support automation and AI initiatives in the Contact Center. Responsibilities include collaborating with business teams, ensuring optimal platform performance, and implementing AI-based solutions. Candidates should have at least 2 years of experience in a similar role, strong analytical skills, and fluency in English.

Qualifications

• Minimum of 2 years of experience in a similar role.
• Proven ability to translate business requirements into technical specifications.
• Proactive, communicative, and autonomous profile.

Responsibilities

• Collaborate with business teams to gather and detail automation requirements.
• Ensure optimal performance of platforms.
• Design and implement AI-based bots for improved efficiency.

Skills

Application Specialist experience

CRM systems knowledge

Analytical skills

Fluency in English

Tools

Talkdesk

AI/ML platforms

Job description

Application Specialist (Contact Center & CRM)

Did you know that 97% of our employees value the professional progress provided by the training we offer? Discover all the reasons that make us a Great Place to Work®!

We are recruiting an Application/Solution Specialist to join an IT team.

This is a hybrid role that combines functional and technical knowledge, with a focus on automation and AI integration initiatives in the Contact Center domain.

The ideal candidate will act as a bridge between the business and technology areas, helping to transform operational needs into intelligent and efficient solutions.

Requirements

• Minimum of 2 years of experience as an Application Specialist (or similar role), with a solid technical and functional foundation;
• Experience with CRM systems and Contact Center technologies (e.g., CTI solutions);
• Knowledge of Talkdesk will be considered a plus;
• Ability to translate complex business requirements into clear technical specifications;
• Strong analytical skills and data-driven approach;
• Proactive, communicative, and autonomous profile;
• Fluency in English.

Nice to have

• Experience with AI/ML platforms and tools applied to process automation;
• Experience in configuring and managing automation in contact center environments;
• Knowledge of Business Process Re-engineering.

Responsibilities

• Collaborate with business teams to gather and detail requirements for processes and automation initiatives in the contact center;
• Ensure optimal performance and integration of platforms;
• Provide technical support and training to users on new features;
• Design and implement AI-based bots and automations to improve efficiency and customer experience;
• Test, monitor, and optimize automated processes, applying concepts of data science, AI, and process engineering;
• Maintain a complete view of the application architecture, ensuring seamless integration with new technologies.

We offer

• Health insurance;
• Free online training through the Udemy platform;
• On-site and remote training at Olisipo's Learning Center;
• Free certifications (after passing the exam);
• Discounts at Olisipo Partners (in the areas of health and well-being, fitness, travel, among others);
• Free psychological consultations;
• Possibility of a salary advance, without commissions.

Apply now and take the next step in your career with Olisipo!