Contact Center Engineer

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Location:

Role: Contact Center Engineer

Location: Prague

Contract type: full time

About Carrier

At Carrier we make modern life possible by delivering innovative and sustainable ground-breaking systems and services that matter for people and our planet. We exceed the expectations of our customers by anticipating industry trends, working tirelessly to master and revolutionize them. This is why we come to work every day. And we do it The Carrier Way.

Join us and we can make a difference together.

About the role

The Contact Center Administrator/System Engineer is responsible for managing, maintaining, and optimizing the technology infrastructure of the contact center. This role involves the administration of telephony systems, CRM software, and other communication platforms, ensuring seamless operations and high availability. The ideal candidate will have a strong technical background, experience with call center technologies, and excellent problem-solving skills. Experience with Zoom, Five9's and Vonage Contact Center solutions.

Experienced Infrastructure professional. Oversees mapping the relationships between information systems components (i.e., end users, business processes, applications, data, IT platform hardware/software, and networks) as well as identifying key interactions and dependencies across separate systems and platforms.

Benefits

We are committed to offering competitive benefits programs for all of our employees and enhancing our programs when necessary.

Among the many benefits, Carrier offers Exciting innovative environment, possibility for further development and international career opportunities, high-profile team, daily use of English and other foreign languages, language courses, Competitive remuneration and other benefits (meal vouchers, contribution to life or pension insurance, holidays etc.), Flexible working hours, possibility for home office, personal days off.

Requirements

• Must have Cloud Contact Center Experience
  • Five9
  • Zoom
• Great interpersonal skills
• 3+ years of experience with a bachelor’s degree or 5+ without
• Willing to work flexible hours “Primary will be EMEA but there will be projects that require flexibility”
• Willing to support other technologies that are in my tower “Not primary duty but a good team player when needed”
  • Zoom Phone
  • Conferencing
  • Mobility
• An attitude for learning and willingness to learn new skills

Responsibilities

• System Administration:
  • Manage and maintain contact center systems, including ACD (Automatic Call Distribution), IVR (Interactive Voice Response), and CTI (Computer Telephony Integration) platforms.
  • Administer CRM systems and ensure their integration with telephony systems for effective call routing and customer interaction management.
  • Monitor system performance, ensuring optimal uptime and quick resolution of issues.
  • Perform regular system upgrades, patches, and routine maintenance to ensure systems are up to date and secure.
• Technical Support:
  • Provide technical support to contact center, troubleshooting software issues related to telephony, cloud services, and other contact center tools.
  • Serve as the primary point of contact for escalation of technical issues, working closely with vendors and service providers to resolve complex problems.
• Configuration and Optimization:
  • Configure and optimize call routing, IVR menus, and agent queues to ensure efficient handling of customer interactions.
  • Analyze call data and system performance metrics to identify areas for improvement and implement changes to enhance service levels.
  • Customize and configure contact center applications to meet the specific needs of the business and improve agent productivity.
• Security and Compliance:
  • Implement security protocols to protect sensitive customer data and prevent unauthorized access to systems.
  • Conduct regular security audits and collaborate with the IT security team to address any vulnerabilities.

Ensure that all contact center systems comply with relevant data protection regulations, such as GDPR or HIPAA.

• Project Management:
  • Lead or participate in projects related to the deployment of new contact center technologies or the enhancement of existing systems.
  • Coordinate with cross-functional teams, including IT, operations, and customer service, to ensure successful project implementation.
  • Develop and maintain detailed documentation for all systems, processes, and configurations.
• Vendor Management:
  • Manage relationships with external vendors and service providers, including negotiating contracts, overseeing service level agreements (SLAs), and ensuring vendor accountability.
  • Coordinate with vendors for system installations, upgrades, and support as needed.

Our commitment to you

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.

Join us and make a difference.

Apply Now!

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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