Senior Tools & Technology Specialist

This role involves managing and developing technologies, integrating third-party systems, and collaborating with stakeholders to improve customer service tools. The ideal candidate has strong experience in managing applications and a passion for technology and customer experience.

Overview

Department

Job type

Full time

Compensation

Salary not specified

Location

Budapest, Hungary, Eastern Europe

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Requirements

3 to 5 years of experiences in system administration or business analysis, preferably in customer service technologies such as service desk, contact center, workforce management, quality management and learning management software

Strong knowledge & experience in select business processes and in relevant technologies and concepts (e.g. SAP, xAAS, .NET)

Fast learner and independent thinker

Comfortable in a rapid changing environment and in a fast-paced environment

Team player and customer-centric mindset

Detail-oriented and understand the fundamentals of project management

Thrive in situations where you can think critically, anticipate issues before they arise and proactively suggest big-picture solutions

Support a culture of continuous improvement to continually raise the bar of execution

Responsibilities

Administer core CS tools & technologies including Contact Center solutions, quality management solutions, workforce management solutions and learning management software (LMS)

Support and communicate with stakeholders including IT/Business Partners as well as external/internal communities for opportunities and or alignment of solution strategy

Understand and translate business requirements from stakeholders into system configurations

Manage a queue of operational requests, prioritizing against evolving business priorities

Coordinate system integration, upgrades, change requests, deployment, or production support issues to ensure business continuity

Identify operational weaknesses and help improve or innovate new processes by leveraging existing or new tools

Collaborate with operational teams and cross-functional partners to drive efficiency and cross-functional alignment as we build and scale

Communicate with vendors for new solution deployment and existing system enhancement or upgrades

Ensure all documentation, processes, and methodologies used, system development and implementation as per industries standards & methodologies

Provide guidance in IT Process (e.g. Operating Model, Governance, System Development Life Cycle) Provide direction and/or guidance in relevant technologies and concepts (e.g. Azure, Cloud Tech, .NET, SAP/ABAP, etc.)

Perform technical execution of solutions including requirements gathering, blueprinting, development and deployment

Benefits

Competitive remuneration package

Yearly Performance Bonus

Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.

Employee engagement, recognition and appreciation program.

Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.