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.
