Global Telephony PM for CRM & CTI Platforms

Ric Tcc, Unipessoal Lda; Portugal; Presencial; EUR 45 000 - 75 000; Tempo integral

Resumo da oferta

Richemont in Portugal is seeking a Product Specialist – CRC Telephony to act as the single point of contact for our global telephony infrastructure used by CRCs, leveraging Salesforce Service Cloud and CTI technologies. You will coordinate internal and external teams, drive improvements and ensure timely delivery.

You will monitor initiatives, validate new solutions, participate in UAT/SIT, and support operations for continuous service quality across call-centers.

Qualificações

• Bachelor’s or Master’s degree in Information Technology or Computer Science or equivalent experience.
• Minimum 5 years of experience in telephony projects within CRM call centers.
• Previous experience with a CTI solution.
• Strong knowledge of Salesforce Service Cloud, ideally administrator, platform builder and Service Cloud consultant certifications.
• Excellent proficiency in English; additional languages appreciated.

Responsabilidades

• Monitor and report progress of initiatives for call-centers.
• Challenge/validate solutions for new implementations with telephony provider and internal teams.
• Represent the CRC in transversal programs and assess impact of changes.
• Document business requirements and IT needs for cost/time/resource estimation.
• Lead collaboration with CTI provider and ensure timely, high-quality delivery.
• Participate in UAT/SIT to verify new functionalities work as intended.
• Work with support teams to maintain production continuity and service quality.
• Coordinate efforts across L2/L3, Salesforce products and business stakeholders.

Conhecimentos

Telephony projects

CTI experience

Salesforce Service Cloud

Agile methodology

English proficiency

Presentation skills

Formação académica

Bachelor's or Master's in IT/CS

Ferramentas

Jira

Confluence

Descrição da oferta de emprego

Richemont in Portugal is seeking a Product Specialist – CRC Telephony to act as the single point of contact for our global telephony infrastructure used by CRCs, leveraging Salesforce Service Cloud and CTI technologies. You will coordinate internal and external teams, drive improvements and ensure timely delivery.

You will monitor initiatives, validate new solutions, participate in UAT/SIT, and support operations for continuous service quality across call-centers.