UC Solutions Engineer Full Time Permanent Hybrid Waterloo, London (1 day per week in office) £50-63K basic + benefits Are you an experienced UC Solutions Engineer looking for a new challenge? Do you have a strong background in VOIP, SIP, and related protocols utilising session border controllers (SBCs) from brands such as Cisco, Ribbon, AudioCodes, Avaya etc and CRM systems along with NICE CX One, Genesys Pure Cloud or AI integration experience in a contact centre environment? Here at ARM we are recruiting for a full time permanent UC Solutions Engineer for a global IT services and consultancy client of ours. Our client: They're a leading business with a global reach that empowers local teams, and they undertake hugely exciting work that is genuinely changing the world. Their advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects. Overview: We are seeking a knowledgeable Solutions Engineer with extensive experience in developing and optimizing contact center environments. The ideal candidate will have a strong background in VOIP, SIP, and session border controllers, along with a passion for delivering exceptional customer experiences. Responsibilities- Design, implement, and optimize contact center environments leveraging modern technologies. Collaborate with cross-functional teams to assess business requirements and translate them into technical solutions. Utilize expertise in VOIP and SIP to enhance communication capabilities within contact center platforms. Configure and manage session border controllers (SBCs) from leading brands such as Cisco, Ribbon, AudioCodes. Integrate various communication channels (voice, video, chat) to create a seamless omnichannel experience. Provide technical guidance and support during the implementation of new contact center solutions. Stay current with industry trends, emerging technologies, and best practices in contact center development. Qualifications- Minimum of 5 years of experience in solutions engineering within a contact center environment. Strong understanding of VOIP, SIP, and related protocols. Experience with session border controllers (SBCs) from brands such as Cisco, Ribbon, AudioCodes, Avaya, and others. Familiarity with NICE CX One, Genesys Pure Cloud, or similar contact center platforms is a plus. Knowledge of CRM systems (eg, Salesforce, ServiceNow, SAP) and their integration within contact center environments. Experience with workforce management tools and AI integration is a plus. Strong problem-solving skills and ability to work collaboratively in a fast-paced environment. Excellent communication and interpersonal skills. Some of the benefits include: Healthcare and dental insurance Company pension is matched up to 5% 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days Life assurance - 4 x annual salary Cycle to work scheme Client prioritises internal development opportunities and offer access to our Udemy training platform with over 5000 training courses Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
Oct 09, 2024
Full time
UC Solutions Engineer Full Time Permanent Hybrid Waterloo, London (1 day per week in office) £50-63K basic + benefits Are you an experienced UC Solutions Engineer looking for a new challenge? Do you have a strong background in VOIP, SIP, and related protocols utilising session border controllers (SBCs) from brands such as Cisco, Ribbon, AudioCodes, Avaya etc and CRM systems along with NICE CX One, Genesys Pure Cloud or AI integration experience in a contact centre environment? Here at ARM we are recruiting for a full time permanent UC Solutions Engineer for a global IT services and consultancy client of ours. Our client: They're a leading business with a global reach that empowers local teams, and they undertake hugely exciting work that is genuinely changing the world. Their advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects. Overview: We are seeking a knowledgeable Solutions Engineer with extensive experience in developing and optimizing contact center environments. The ideal candidate will have a strong background in VOIP, SIP, and session border controllers, along with a passion for delivering exceptional customer experiences. Responsibilities- Design, implement, and optimize contact center environments leveraging modern technologies. Collaborate with cross-functional teams to assess business requirements and translate them into technical solutions. Utilize expertise in VOIP and SIP to enhance communication capabilities within contact center platforms. Configure and manage session border controllers (SBCs) from leading brands such as Cisco, Ribbon, AudioCodes. Integrate various communication channels (voice, video, chat) to create a seamless omnichannel experience. Provide technical guidance and support during the implementation of new contact center solutions. Stay current with industry trends, emerging technologies, and best practices in contact center development. Qualifications- Minimum of 5 years of experience in solutions engineering within a contact center environment. Strong understanding of VOIP, SIP, and related protocols. Experience with session border controllers (SBCs) from brands such as Cisco, Ribbon, AudioCodes, Avaya, and others. Familiarity with NICE CX One, Genesys Pure Cloud, or similar contact center platforms is a plus. Knowledge of CRM systems (eg, Salesforce, ServiceNow, SAP) and their integration within contact center environments. Experience with workforce management tools and AI integration is a plus. Strong problem-solving skills and ability to work collaboratively in a fast-paced environment. Excellent communication and interpersonal skills. Some of the benefits include: Healthcare and dental insurance Company pension is matched up to 5% 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days Life assurance - 4 x annual salary Cycle to work scheme Client prioritises internal development opportunities and offer access to our Udemy training platform with over 5000 training courses Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
CX Operations Development Manager Location: Remote Salary: £70,000 Overview: We are seeking a CX Operations and Development Manager to lead a team of engineers in managing the operations and support of our contact centre solutions, specifically using the NICE CX One platform. The ideal candidate will be responsible for ensuring smooth operations, providing technical support, and driving continuous improvement initiatives. Key Responsibilities: Lead and manage a team of engineers responsible for the deployment, maintenance, and support of contact centre and unified communications solutions. Oversee daily operations to ensure optimal performance of NICE CX One and related systems, resolving issues as they arise. Develop and implement operational processes and best practices to enhance team efficiency and service quality. Collaborate with cross-functional teams to identify opportunities for system improvements and enhancements based on operational metrics and customer feedback. Ensure seamless integration of VOIP, SIP, and session border controllers (SBCs) to maintain effective communication channels. Coordinate with IT and technical teams to manage SBCs from leading brands such as Cisco, Ribbon, AudioCodes, and Avaya. Facilitate CRM integrations (eg, Salesforce, ServiceNow, SAP) to streamline operations and improve customer interactions. Foster a culture of collaboration and continuous improvement within the team, providing mentorship and professional development opportunities. Stay current with industry trends and emerging technologies to recommend enhancements to operational strategies. Qualifications: Good relevant experience in CX operations management, with a focus on team leadership in contact centre environments. Strong understanding of modern contact centre and familiarity with NICE, Genesys Pure Cloud or similar platforms. Proficiency in VOIP, SIP, and session border controller technologies. Experience with CRM systems and their integration within contact centre operations. Excellent leadership, communication, and interpersonal skills, with a proven ability to inspire and motivate teams. Strong analytical and problem-solving skills, with a focus on operational efficiency. Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
Oct 09, 2024
Full time
CX Operations Development Manager Location: Remote Salary: £70,000 Overview: We are seeking a CX Operations and Development Manager to lead a team of engineers in managing the operations and support of our contact centre solutions, specifically using the NICE CX One platform. The ideal candidate will be responsible for ensuring smooth operations, providing technical support, and driving continuous improvement initiatives. Key Responsibilities: Lead and manage a team of engineers responsible for the deployment, maintenance, and support of contact centre and unified communications solutions. Oversee daily operations to ensure optimal performance of NICE CX One and related systems, resolving issues as they arise. Develop and implement operational processes and best practices to enhance team efficiency and service quality. Collaborate with cross-functional teams to identify opportunities for system improvements and enhancements based on operational metrics and customer feedback. Ensure seamless integration of VOIP, SIP, and session border controllers (SBCs) to maintain effective communication channels. Coordinate with IT and technical teams to manage SBCs from leading brands such as Cisco, Ribbon, AudioCodes, and Avaya. Facilitate CRM integrations (eg, Salesforce, ServiceNow, SAP) to streamline operations and improve customer interactions. Foster a culture of collaboration and continuous improvement within the team, providing mentorship and professional development opportunities. Stay current with industry trends and emerging technologies to recommend enhancements to operational strategies. Qualifications: Good relevant experience in CX operations management, with a focus on team leadership in contact centre environments. Strong understanding of modern contact centre and familiarity with NICE, Genesys Pure Cloud or similar platforms. Proficiency in VOIP, SIP, and session border controller technologies. Experience with CRM systems and their integration within contact centre operations. Excellent leadership, communication, and interpersonal skills, with a proven ability to inspire and motivate teams. Strong analytical and problem-solving skills, with a focus on operational efficiency. Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
CX Engineer Location: London/Remote Salary: up to £48,000 Overview: We are seeking a skilled CX Engineer with a strong background in modern contact centre technologies to support NICE XC One. The ideal candidate will have at least 5 years of experience in application development and a passion for improving customer engagement. Key Responsibilities: Design, develop, and implement solutions using NICE CX One to optimize customer experience. Collaborate with cross-functional teams to enhance the functionality of contact centre applications, including IVR systems, web, and chatbots. Leverage knowledge of modern CC platforms to support integration and performance improvements. Utilize workforce management tools such as NICE or Verint to streamline operations and enhance workforce management. Integrate AI solutions to improve customer interactions and operational efficiency. Manage CRM integrations, including Salesforce, ServiceNow, and SAP, to ensure seamless data flow and enhance customer service capabilities. Troubleshoot and resolve technical issues related to CX applications and infrastructure. Stay current with industry trends and advancements in contact centre technologies. Qualifications: Relevant experience in application development within a contact centre environment. Proficiency with NICE or other WFM platforms is a plus. Familiarity with Genesys Pure Cloud is a plus. Experience with IVR development and implementation. Knowledge of web and chatbot development and integration. Experience with AI technologies and their application in customer experience. Strong understanding of CRM systems, particularly Salesforce, ServiceNow, and SAP. Experience with workforce management systems, specifically NCE or Verint, is a plus. Fluency in programming languages such as Java, JSON, C#, and Python is a plus. Strong problem-solving skills and ability to work collaboratively in a fast-paced environment. Excellent communication and interpersonal skills. Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
Oct 08, 2024
Full time
CX Engineer Location: London/Remote Salary: up to £48,000 Overview: We are seeking a skilled CX Engineer with a strong background in modern contact centre technologies to support NICE XC One. The ideal candidate will have at least 5 years of experience in application development and a passion for improving customer engagement. Key Responsibilities: Design, develop, and implement solutions using NICE CX One to optimize customer experience. Collaborate with cross-functional teams to enhance the functionality of contact centre applications, including IVR systems, web, and chatbots. Leverage knowledge of modern CC platforms to support integration and performance improvements. Utilize workforce management tools such as NICE or Verint to streamline operations and enhance workforce management. Integrate AI solutions to improve customer interactions and operational efficiency. Manage CRM integrations, including Salesforce, ServiceNow, and SAP, to ensure seamless data flow and enhance customer service capabilities. Troubleshoot and resolve technical issues related to CX applications and infrastructure. Stay current with industry trends and advancements in contact centre technologies. Qualifications: Relevant experience in application development within a contact centre environment. Proficiency with NICE or other WFM platforms is a plus. Familiarity with Genesys Pure Cloud is a plus. Experience with IVR development and implementation. Knowledge of web and chatbot development and integration. Experience with AI technologies and their application in customer experience. Strong understanding of CRM systems, particularly Salesforce, ServiceNow, and SAP. Experience with workforce management systems, specifically NCE or Verint, is a plus. Fluency in programming languages such as Java, JSON, C#, and Python is a plus. Strong problem-solving skills and ability to work collaboratively in a fast-paced environment. Excellent communication and interpersonal skills. Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
