General Information

Position
Contact Center Senior Engineer
Work arrangement
Full-time
City
Gdansk, Katowice, Krakow, Poznan, Warsaw, Wroclaw
Country
Poland
Department
Consulting
Team
Strategy, Analytics and M&A
Area of interest
Cloud, Customer Experience & User Experience, Customer Service, Engineering
Way of work
Hybrid

Description & Requirements

Who we are looking for
🎯We are looking for an experienced Contact Center Senior Engineer who has:
  • Deep understanding of Amazon Connect or Genesys Cloud, including integration with other Amazon services and enterprise systems. 
  • Minimum of 2 years of hands-on experience with Genesys Cloud. 
  • Experience with multiple Amazon Connect instances or Genesys Cloud architecture design, configuration, and customization. 
  • In-depth knowledge of contact center technologies, including telephony, IVR, ACD, routing, workforce management, and reporting. 
  • Strong understanding of cloud-based contact center solutions and architectures. 
  • Capability to implement a wide range of changes, from standard service requests (SSRs) to custom non-standard changes. 
  • Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders. 
  • Bachelor's degree in computer science, information technology, or a related field. 
  • Experience as a Contact Center Solution Engineer, with a strong focus on architectural design, implementation, and support of cloud contact center solutions. 
  • Certifications related to contact center management, Amazon Connect, or Genesys Cloud are preferred.
  • Polish residence
Your future role
  • Create high and low-level designs📈 for contact center deployments.
  • Deploy contact center solutions based on Amazon Connect and Genesys Cloud, leveraging multiple instances.
  • Design end-to-end contact center solutions incorporating best practices and industry standards to meet client needs and objectives.
  • Solve incidents and lead technical bridges during high-priority incidents.
  • Manage and design IVR flows, configure and customize contact center components such as routing strategies, queues, workspaces, and reporting to meet specific client requirements.
  • Create service templates for SSR implementation.
  • Maintain contact with vendors and positive relationships with clients.
  • Collaborate with clients to gather and analyze business requirements for contact center solutions.
What we offer
  • Real opportunities for growth and promotion🏅 – clear and individual career paths.
  • Playing a significant role on interesting, innovative, international projects.
  • Work in a dynamic, international business services environment.
  • Opportunity to develop and broaden your business acumen and technical skills.
  • Work in one of the world's largest consulting firms and travel all around the world.
  • Excellent work atmosphere where people can share their ideas freely.
  • Excellent training opportunities including valuable core banking certificates.
  • Buddy program - support of an experienced Team Member through first months of your employment.
Selection process
Apply and create your future with us!

1. Phone interview with HR (15 min)
2. Business Interview (60 min, online via MS Teams)
3. Interview if needed (30 min, online)


You will receive feedback regardless of process result.

About Deloitte
Deloitte is a diversity of people, experiences, industries, and services that we offer in 150 countries around the world. It represents intellectual challenges, a strong start to your career, opportunities for continuous development, and the chance to gain valuable life experiences. You just need to take the first step—putting a period at the end of your submitted resume and then signing the employment contract. Deloitte is simply a good choice.

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