Job Summary:
JOB DESCRIPTION – Systems Engineer – Agent Workspace
Location: Manchester, UK
Division: Fan Support Technology
Contract Terms: Permanent, Full Time

WHAT YOU NEED TO KNOW (OR TECHNICAL SKILLS)

• Proven years of managing CX CRM platforms
• Experience with multi-channel environments, including voice, email, social, chat/chatbots, and automations
• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Strong attention to detail and ability to multitask
• Experience with large contact centers is a plus
• Data Analysis skills
• Ability to manage projects and workload withing predefined time windows.
• Experience with HTML, CSS, Javascript, Python, Microsoft 365, Google Analytics, RESTful APIs, JIRA, Confluence, Zendesk, Five9, Amelia or equivalent contact center technologies preferred.
• Zendesk Certification Preferred

YOU (BEHAVIOURAL SKILLS)

• Working Professionally: You set high standards, committed to meeting customer needs, understand others’ perspectives and seeks to make incremental improvements to performance.
• Working to Achieve Results: You show willingness to learn, are organised and methodical, monitoring progress of work and present yourself confidently.
• Working with others: You work cooperatively with colleagues, communicate clearly, accept and adapt to changeWorking Innovatively: You will be proactive and suggest improvements. Make connections, patterns and encourage a creative environment and align actions with wider goals.

• Administering and managing SaaS products including Zendesk, Amelia, Five9, etc. contact center platforms to ensure optimal performance and user experience across multiple markets.
• Creating and maintaining custom integrations with other systems and applications using APIs.
• Development of new features, with a strong focus on agent workspace and automations.
• Monitor, test and implement workflows.
• Monitor performance, ensure availability, and troubleshoot to resolve incidents as they arise.
• Support, Implement and/or optimize contact center channels.
• Establish and maintain operating procedures for the administration of the platforms in line with company policies and processes, including documentation.
• Code review and QA processes