Job expirat
For our Colt office in Sibiu we are looking to take onboard 1 IVR Implementations specialist with some experience in telecommunications and with technical background. A depth understanding of telco protocols is a definite plus.
Main purpose of the role:
► Provides supporting technical expertise in bid pre-qualification
► Provides specific Complex IVR and Contact Centre solution design documentation necessary to meet customer requirements
► Accesses customer orders using the COLT order handling systems
► Configures the IVR and Contact centre solution in the appropriate systems ALU IN provisioning, ECT systems
► Provides level 2 support during office hours and callout on request of TAC outside of hours
Key tasks and accountabilities:
Core Tasks
► Ensure that the design and implementation of Complex IVR and Contact Centre services are delivered within KPI targets to meet the customer’s requirements
► Undertakes level 2 fault management ownership
► Accurately records information in relevant databases
► Completes tasks to a target of zero errors
► Contributes to internal and customer projects as directed
Additional Responsibilities
► For Complex IVR and Contact centre solution, must be able to liaise with customer direct to understand their requirement, and to provide consultancy in the building, hand off, and continuing support of a Complex IVR/Contact centre solution. This will include face to face meetings and frequent travel.
► On call out on a rota basis on request of TAC to deal with out of hours service faults on a 2nd level support perspective*
Performance indicators:
► Meets all KPIs and SLAs (delivery to time, quality, zero errors etc.)
► Meets or exceeds performance objectives
► Customer satisfaction
Role requirements
Skills
► Excellent communication and interpersonal skills; communicates technical issues in a manner that can be easily understood by non-technical staff
► Strong planning and organisation skills; is detail-orientated
► Has the ability to produce professional technical design specifications
► Pro-active in responding to customer needs and requirements
► Has a logical/methodical approach to fault finding
► Quickly assesses priorities and confidently suggests appropriate business decisions
► Controls complex technical situations in a calm and professional manner
► Flexible approach and an ability to operate effectively with uncertainty and change; operates effectively in a highly complex matrix organisation
► Ability to work well under pressure and meet tight deadlines
► Personal focus on continuous improvement and innovation
► Experience in telephony configuration such as Nortel DMS, EWSD
► Experience in ACD/IVR configuration
► Good knowledge of Microsoft Office
► Experience of face to face dealing with customers on technical issues
► Experience of creating technical documentation records
► Educated to an undergraduate level in a technical discipline such as Engineering, Electronics or Computer programming or a graduate level in another discipline with relevant knowledge & experience
► Fluent in English (written and spoken), second European language strongly desirable
► Frequent travel will be required (1-2 travel days per week)
Colt began in 1992 with funding from Fidelity Investments. Within a year we’d completed 15 km of our London network, and been granted a PTO licence so that we could offer voice and transmission services. We soon had our very first customer.
We then signed various interconnect agreements and by 1995 had completed the initial phase of our network in London’s West End. That meant we could compete for business amongst the vibrant media, advertising and broadcasting community located in that area. We won more and more customers and by 1996 Colt was floated on the London Stock Exchange and the NASDAQ. We opened for business in Frankfurt, and gained our licence to operate in France.
Our European expansion continued as we raised new capital, won many awards, and began to work in Spain, Switzerland, and deepen our presence in France and Germany.
As of today, we are Europe’s leading information delivery platform, with over 35,000 European business and government customers. We have the fastest end-to-end European Ethernet network, seamlessly connecting over 100 cities. We also own and operate 19 state-of-the-art data centres.
At Colt, we continue to invest heavily in our ability to deliver integrated network and IT managed services. We have over 250 skilled experts, working across a broad range of technologies. We are also helping to lead industry standards and certification for cloud services.
Looking ahead, we are committed to constantly growing our ability to deliver solutions that make a real difference to our customers, and to underpin this with award-winning customer service.