This role will play a key part in delivering a cloud-based contact centre migration, working under the direction of the Modern Workplace Engineering Manager
Job Summary
This role will play a key part in delivering a cloud-based contact centre migration, working under the direction of the Modern Workplace Engineering Manager.
Beyond the initial migration, the role will focus on enhancing and expanding contact centre capabilities, introducing new features and functionality to improve customer and agent experience.
In addition, the role will be responsible for reviewing and improving the storage, accessibility, and management of historical call and messaging data, with the goal of consolidating archives from legacy platforms into a centralised, efficient, and compliant solution.
Matching Summary
This role will play a key part in delivering a cloud-based contact centre migration, working under the direction of the Modern Workplace Engineering Manager.
Skills & Requirements
Must-have
Cloud Telephony & Contact Centre Engineer
Cloud-based contact centre migration
Hands-on technical delivery
CRM integrations
Omnichannel communication capabilities
FCA regulatory requirements
Nice-to-have
Zoom Contact Center experience
Virtual Agents / Conversational AI
Workforce Management (WFM) tools
Continuous improvement aligned to business needs
Key Requirements
12 month FTC contract
Proven experience as Cloud Telephony or Contact Centre Engineer
Demonstrated experience migrating contact centres to cloud platforms
Solid knowledge of voice, messaging, and telephony infrastructure
Experience integrating telephony systems with enterprise applications