Senior Outbound Contact Center Engineer

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in design, implement, maintain, and continuously improve our outbound contact center solutions. You will play a key role in ensuring a seamless and efficient customer experience by leveraging your deep understanding of industry-leading technologies

By Joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Team/Role Overview

In this critical role, you will be the technical expert, responsible for the design, implementation, maintenance, and continuous improvement of our Outbound contact center solutions. You will play a key part in ensuring a seamless and efficient experience for our customers while leveraging your deep understanding of industry-leading technologies like Alvaria, Avaya, NICE, and Swampfox.

What you’ll do:

• Design, implement, and maintain complex Outbound contact center solutions using Alvaria, Avaya, NICE CXOne, Genesys, and Swampfox ICX. This includes call routing, IVR design, agent desktop configuration, reporting, and integration with other business systems.

• Troubleshoot and resolve complex technical issues related to voice infrastructure, applications, and integrations, escalating to vendors when necessary.

• Proactively monitor system health, capacity, and performance, implementing optimizations to ensure stability and efficiency.

• Stay abreast of emerging contact center technologies and industry best practices, recommending and implementing innovative solutions to enhance customer experience and operational efficiency)

• Lead and participate in projects related to contact center technology upgrades, expansions, and new feature implementations.

• Collaborate effectively with cross-functional teams, including IT, Operations, Business Stakeholders, and vendors, to gather requirements, design solutions, and ensure successful project delivery.

• Act as a technical mentor to junior team members, providing guidance, training, and support to enhance their skills and knowledge.

• Leverage your understanding of Agile methodologies, such as Scrum and Jira, to manage projects, track tasks, and ensure timely delivery.

 What we’ll need from you:

•    8+ years of proven experience in a senior technical role within a contact center environment.

• Extensive hands-on experience with Avaya Aura, Communication Manager, System Manager, Application Enablement Services, Session Manager, and related Avaya products.

• In-depth knowledge and practical experience with Alvaria, NICE CXOne platform, including call routing, IVR scripting, and reporting.

• Strong understanding and hands-on experience with Alvaria systems.

• Experience with CTI integrations and interoperability with CRM and other business systems.

•  Familiarity with scripting languages and APIs for contact center integrations.

•  Excellent communication skills (verbal and written) with the ability to explain complex technical concepts to both technical and non-technical audiences.

•  Excellent time management and prioritization skills, with the ability to handle multiple projects simultaneously.

What we can offer you:

This is a role that'll offer you the opportunity to work with the latest technologies in the contact center industry. We are a growing company with ample opportunities for professional development and advancement.

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.

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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.

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