Senior Contact Centre SaaS Administrator
loveholidays
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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Job Level
About the role
- Experience with being the front-line technical person in the team
- Managing our CRM system Kustomer from a technical perspective and owning the technical and communication links between our suppliers and internal teams
- Experience of creating and making changes to process flows, workflows and business rules while understanding the implications of those changes and what regression testing should be completed
- Deploy monitoring tools to monitor system performance, analyse data, and generate reports for managerial review
- Managing our Telecoms system UJET, creating and managing queues, user roles, permissions and ongoing maintenance and regular monitoring
- Administering Google Customer Experience Suite, including configuration, user management, and integration with existing systems
- Building and maintaining automation workflows using N8N to streamline contact centre operations and reduce manual processes
- Additional responsibilities include managing WFM and external contact centre systems through third party suppliers
- Proactively identify trends and areas for improvement, recommending and implementing enhancements to optimise system efficiency through automation
Requirements
- Proven experience as Senior Application Support or Engineer, managing large scale CRM and Telecom systems
- Degree in a technical subject or industry standard certificates
- Strong working knowledge of Kustomer and/or transferable knowledge with an equivalent CRM system (Zendesk, Salesforce, Freshdesk, Zoho etc..)
- Strong working knowledge of UJET or Google Customer Experience Suite (CCAI Platform) and/or transferable knowledge with an equivalent Telecoms or CCaaS system (RingCentral, Twilio, Genesys, 8x8 etc..)
- Possess a strong focus on Customer Service and IT Security
- Ability to work individually and within a team
- Flexibility to work outside of standard work hours to accommodate special projects or emergencies
Benefits
- Company pension contributions at 5%
- Individualised training budget for you to learn on the job and level yourself up
- Discounted holidays for you, your family and friends
- 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
- Ability to buy and sell annual leave
- Cycle to work scheme, season ticket loan and eye care vouchers
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
CRM managementprocess flowsworkflowsbusiness rulesregression testingsystem performance monitoringdata analysisautomation workflowsuser managementintegration
Soft Skills
customer serviceIT securityteamworkflexibilitycommunication
Certifications
degree in technical subjectindustry standard certificates