Contact Center Call Routing & Cloud solutions SME

About the Role:

We are seeking skilled and experienced Contact Center Call Routing Subject Matter Expert (SME) to join our global team. The ideal candidate will be responsible for the design, implementation, optimization, and support of contact center solutions using verities of voice platforms like Cisco ICM, Swampfox ICX, Nice CXone and Avaya IVR. This role demands a deep understanding of cloud-based contact center technologies, integration strategies, and customer experience optimization.

Key Responsibilities:

• Serve as the technical SME for Cisco ICM, Swampfox ICX and NICE CXone platforms.

• Lead product certification, design, configuration, and deployment of contact center solutions across platforms. Work with cross-functional teams to integrate contact center solutions with CRMs, IVRs, WFM, and other enterprise systems.

• Hands-on experience on design, implement and support call routing scripts and workflows. Analyze business requirements and recommend optimal platform configurations and workflows.

• Provide Level 3 support for complex issues and escalations related to routing environment.

• Ensure platform stability, scalability, and performance through continuous monitoring and proactive maintenance. Work with controls team to ensure systems are compliant with Citi standards.

• Collaborate with vendors and internal stakeholders for feature enhancements and roadmap alignment. Develop and maintain comprehensive documentation including architecture diagrams, SOPs, and user guides.

• Conduct platform training and knowledge transfer to team members and end-users. Stay up to date with the latest platform features, releases, and industry best practices.

• Provide hands-on troubleshooting and support for system issues and outages. Ability to work flexible hours. Participate in weekly on-call rota to provide require off-hours or weekend support during major incidents or deployments.

Required:

• 4+ years of experience working with Cisco ICM, Swampfox ICX and NICE CXone platforms. Certifications in Cisco ICM, ICX and/or NICE CXone.

• Deep understanding of call routing, IVR, ACD, CTI, omnichannel capabilities, and reporting/analytics.

• Strong experience with Cisco CVP, Finesse, CUCM, PGs, and VRU scripting. Proficiency in developing and maintaining ICM/ICX/Nice CXone routing scripts and configuration.

• Experience with scripting languages such as JavaScript, Python, Ansible automation or Genesys Composer/SCXML.

• Familiarity with telephony infrastructure (SIP, VoIP) and cloud-hosted environments (AWS, Azure).

• Strong problem-solving and analytical skills. Excellent verbal and written communication skills. Ability to work independently and as part of a team in a fast-paced environment.

• Excellent time management and prioritization skills, with the ability to handle multiple projects simultaneously. ITIL or project management certifications are a plus.

• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).

What we can offer you:

By joining Citi Solutions Center Poland, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits such as:

• Private Medical Care Program

• Life Insurance Program

• Pension Plan contribution (PPE Program)

• Employee Assistance Program

• Paid Parental Leave Program (maternity and paternity leave)

• Sport Card

• Holidays Allowance

• Sport and team recreation activities

• Special offers and discounts for employees

• Access to an array of learning and development resources

• A discretional annual performance related bonus

• A chance to make a difference with various affinity networks and charity initiatives

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day.  We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive. 

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

#LI-MK2

------------------------------------------------------

Job Family Group:

------------------------------------------------------

Job Family:

------------------------------------------------------

Time Type:

------------------------------------------------------

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.