This role is responsible for the hands-on technical delivery of migrating contact centres to a cloud-based platform while ensuring minimal business disruption
Job Summary
This role is responsible for the hands-on technical delivery of migrating contact centres to a cloud-based platform while ensuring minimal business disruption.
The engineer must ensure all solutions are designed and implemented in strict alignment with FCA regulatory requirements regarding call recording and data retention.
Beyond the initial migration, the position focuses on enhancing capabilities through CRM integrations, virtual agents, and omnichannel features like WhatsApp and SMS.
Matching Summary
This role is responsible for the hands-on technical delivery of migrating contact centres to a cloud-based platform while ensuring minimal business disruption.
Skills & Requirements
Must-have
Cloud telephony platform experience
Contact centre migration delivery
CRM system integration skills
FCA regulatory compliance knowledge
Omnichannel communication implementation
Nice-to-have
Zoom Contact Center or RingCentral experience
Virtual agents and conversational AI knowledge
Workforce Management tool familiarity
Legacy data archiving consolidation
Salesforce or Dynamics CRM expertise
Key Requirements
Proven experience as Cloud Telephony or Contact Centre Engineer
Demonstrated history of migrating contact centres to cloud platforms