Job Description

Posted 4 months ago

As you contemplate your future, you might be asking yourself, what’s the next step? Start your journey with us!

We’re seeking an experienced Contact Center Platform Engineer to join our CX Team in Barcelona (hybrid) who manages our cloud contact center platform to provide customer care services to our clients. We are working on expanding and exploiting the functionality of the tools to their full potential. You will work closely not only with the Customer Services Central Team, but also with the Contact Centres, External Suppliers, IT department, and the internal stakeholders. If you’re ready to soar, we’re ready to take you there.

Why eDreams ODIGEO

Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe..

 
20 million customers – 44 markets – 5 brands – 5.4M members in Prime
16.2 million bookings FY23 – More than 50,000 bookings per day – 100 million daily user searches  
1400 employees – More than 50 different nationalities – 99% permanent contracts – 36.3 average age

We’re a leading travel tech company, revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world’s first travel subscription program.

What you will do:
The Role’s Key Responsibilities and Tasks

As an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers. As a Contact Center Platform Engineer you will be in charge of:

Manage a Cloud Contact Centre technology based on an omnichannel solution (from voice, to chat, emails, and AI automation).

Telco knowledge to handle the IT infrastructure of the call center platform (siptrunks, MPLS, webRTC…)

Challenge the status quo every day by using innovative technologies to provide the best customer experience in any interaction.

Integrate with different vendors/apis/systems to act as one.

Provide outstanding support to troubleshoot production challenging’s.

What you need to succeed:
Good to have

Bring your unique perspective, speak up, and offer disruptive solutions. You’ll have the opportunity to learn and grow while making a real impact on our team. Here’s what you need to succeed: 

 Person with IT/ Telco degree and minimum 3-5 years proven experience with a similar position

Understanding of contact center technology. Main players in the marketplace (Genesys Cloud advantage)

Knowledge of contact centre multi-channel solution (voice, bots, artificial intelligence, apps)

API capabilities

 Developer skills to customize standard solutions via programming.

Good knowledge of telecom networks, principles and terminology

Be able to work with data reporting (Google BigQuery)

Troubleshooting skills 

Flexibility and a “can do” approach to complete tasks on time

Ability to work using own initiative and as a member of a team

Ability to work effectively under pressure and to deadlines

Good organizational, communications, analytical, and problem-solving skills

Fluent English, Spanish beneficial

What’s in it for you?

The best talent deserves the best benefits

 
At eDO, we want you to be a part of our success story and great culture.

Here’s what we offer:

A rewarding Compensation package!