Global Telephony Program Lead for CRC (CRM/CTI)

Richemont Iberia SL; Moscavide; Presencial; EUR 55 000 - 70 000; Tempo integral

Resumo da oferta

Richemont Iberia SL seeks a Product Specialist – CRC Telephony to act as the single point of contact for our worldwide Telephony infrastructure. You will collaborate with the Technology Team Lead and coordinate internal/external teams to resolve CRC issues and report progress to stakeholders.

You will monitor initiatives for call-centers, validate solutions from our CTI/provider and document IT requirements for deployments, while ensuring timely delivery and high-quality outcomes.

Qualificações

• Bachelor’s or Master’s degree in Information Technology or Computer Science or equivalent experience.
• Minimum 5 years of experience in telephony projects, in the scope of CRM call centers.
• Experience with a CTI solution.
• Strong knowledge of Salesforce Service Cloud, ideally with administrator, platform builder and Service Cloud consultant certifications.
• Knowledge of components that affect call quality in a CTI (network/VPN config, laptop/setup, headset, infrastructure).
• Strong knowledge of Agile methodology.
• Excellent proficiency in English (additional languages are a plus).
• Experience with Jira and Confluence is suitable.

Responsabilidades

• Monitor and report the progress of initiatives for our call-centers.
• Challenge/validate solutions for new implementations from our telephony provider and internal teams.
• Represent the CRC in transversal programs and assess impact of changes on solutions and processes.
• Capture business requirements and translate into IT requirements with cost, time, and resource estimates.
• Lead collaboration with CTI provider to address topics in a timely, high-quality manner.
• Participate in UAT/SIT testing to ensure new functionalities work as expected.
• Work with support teams to ensure production environment continuity and business operations.
• Coordinate efforts across L2/L3 support, other Salesforce products, and business stakeholders to resolve issues.
• Foster a customer-oriented mindset and a culture of collaboration and continuous service improvement.

Conhecimentos

Telephony projects

CRM call centers

Agile methodologies

Present ideas cross-Functionally

Multi-task prioritization

Formação académica

Bachelor’s or Master’s degree in IT or CS

Ferramentas

Jira

Confluence

CTI solution

Descrição da oferta de emprego

Richemont Iberia SL seeks a Product Specialist – CRC Telephony to act as the single point of contact for our worldwide Telephony infrastructure. You will collaborate with the Technology Team Lead and coordinate internal/external teams to resolve CRC issues and report progress to stakeholders.

You will monitor initiatives for call-centers, validate solutions from our CTI/provider and document IT requirements for deployments, while ensuring timely delivery and high-quality outcomes.