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Systems Engineer in Barcelona


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Job Description

eDreams ODIGEO is one of the world’s largest online travel companies and one of the largest European e-commerce businesses. Under its four leading online travel agency brands – eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo – it offers the best deals in regular flights, low-cost airlines, hotels, cruises, car rental, dynamic packages, holiday packages and travel insurance to make travel easier, more accessible, and better value for the more than 18 million customers it serves across 44 markets. eDreams ODIGEO is listed in the Spanish Stock Market.

We are now looking for a Systems Engineer to administrate & support the Genesys Cloud solution and other tools while directly liaising with our partners: contact centres, external suppliers & IT department. You will be a part of Operations Central Team (HQ) based in Barcelona city center.

Job responsibilities (included but not limited to):

  • Becoming an expert with tools and newest technologies used, mainly Genesys (continuous training will be provided), Eptica email system, UNO and NICE RTI (process guidance software).
  • Being responsible for the implementation of applications’ build, release, deployment, and configuration activities.
  • Managing projects with different teams and coordinating their requests for changes or new set-ups and configuration (such as users, templates, workflows, IVR flows or messages).
  • Ensuring knowledge transfer to users and more importantly the central team about the various systems, their features & functionalities.
  • Acting as a point of contact between IT Operations and the main provider for Network issues or requests.
  • Providing troubleshoot production issues support & performing testing on the different tools.

Desired Skills & Experience:

  • IT degree & around 3 years of experience with a similar role.
  • Solid working understanding of contact centre technology including PBX, IVR, ACD, CTI, skill based routing, Workforce
  • Optimisation, Web Chat, Email management, Callback.
  • Experience with contact centre multi-channel solution (Genesys / Avaya / Cisco).
  • Good knowledge of telecom & voice networks principles & terminology
  • Trouble-shooting skills, comfortable with technology & used to work under pressure.
  • Flexibility, proactivity & a “can do” approach to complete tasks meeting tight deadlines.
  • Analytical mind set, problem solving with good organizational skills.
  • Fluent in English & good communication skills are a must as you will be dealing with stakeholders from different cultures.


About eDreams

  • Travel

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