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CVC Contact Center Analyst

CVC Contact Center Analyst

Assago, IT

Assago, IT

Position Snapshot

Nestlé in Italy, Milan headquarters
IS/IT – Workforce 360 global team, reporting to the Voice and Conferencing Product Manager
Permanent contract
Full-time in the Milan HQ with some flexibility to work remotely
Bachelor's degree in computer science, systems analysis, telecommnications engineering or related studies and experience
4 years of experience in IT solution disciplines including telephony, client/server computing, network management or operations

Position Summary

Are you a talented Contact Center Analyst ready to join Nestlé’s new Workforce 360 Connectivity, Voice and Conferencing team in Milan, Italy?  We need you to support and deploy activities for several products related to Contact Center infrastructure technologies. To support delivery and sustain of the applications and business capabilities for Contact Center solutions and to be a support for specific deliverables in relation to development or maintain within the area of specialty.

A day in the life of...
  • Identify and troubleshoot issues, coordinate the resolution with the service provider.
  • Document training materials for the product area and train end users, deployment and support teams.
  • Main responsabile to manage the tickets coming from the global organization.
  • Identify opportunities to improve the process or the solutions bringing added value to the business.
  • Document training materials for the product area and train end users, deployment and support teams
  • Provide consulting and technical support to the business and product team.
What will make you successful
  • Understanding and knowledge of IS/IT standards and controls
  • Working with diverse technologies, services and processing environments including Unified Communication architecture of Contact Center solutions for voice and Omnichannel, CTI interfaces and integration with CRM solutions.
  • Knowledge in the areas of Avaya and Cisco Contact Center solutions, SIP voice services, Ecosystem solutions around Contact Center solutions including Analytics, Workforce Management and integration with CRM solutions.
  • Ability to understand the long-term ("big picture") and short-term perspectives of situations.
  • Strong experience with effective communication at different levels in the organization in English.
  • Understanding of basic system engineering, information risk, security guidelines and architecture standards
  • Understanding of business processes and ability to translate it into products requirements.
  • Understanding of the IT landscape in the functional area.
  • Project management experience.
  • Experience working with IT, business team and with virtual teams.
Position Snapshot

Nestlé in Italy, Milan headquarters
IS/IT – Workforce 360 global team, reporting to the Voice and Conferencing Product Manager
Permanent contract
Full-time in the Milan HQ with some flexibility to work remotely
Bachelor's degree in computer science, systems analysis, telecommnications engineering or related studies and experience
4 years of experience in IT solution disciplines including telephony, client/server computing, network management or operations

Position Summary

Are you a talented Contact Center Analyst ready to join Nestlé’s new Workforce 360 Connectivity, Voice and Conferencing team in Milan, Italy?  We need you to support and deploy activities for several products related to Contact Center infrastructure technologies. To support delivery and sustain of the applications and business capabilities for Contact Center solutions and to be a support for specific deliverables in relation to development or maintain within the area of specialty.

A day in the life of...
  • Identify and troubleshoot issues, coordinate the resolution with the service provider.
  • Document training materials for the product area and train end users, deployment and support teams.
  • Main responsabile to manage the tickets coming from the global organization.
  • Identify opportunities to improve the process or the solutions bringing added value to the business.
  • Document training materials for the product area and train end users, deployment and support teams
  • Provide consulting and technical support to the business and product team.
What will make you successful
  • Understanding and knowledge of IS/IT standards and controls
  • Working with diverse technologies, services and processing environments including Unified Communication architecture of Contact Center solutions for voice and Omnichannel, CTI interfaces and integration with CRM solutions.
  • Knowledge in the areas of Avaya and Cisco Contact Center solutions, SIP voice services, Ecosystem solutions around Contact Center solutions including Analytics, Workforce Management and integration with CRM solutions.
  • Ability to understand the long-term ("big picture") and short-term perspectives of situations.
  • Strong experience with effective communication at different levels in the organization in English.
  • Understanding of basic system engineering, information risk, security guidelines and architecture standards
  • Understanding of business processes and ability to translate it into products requirements.
  • Understanding of the IT landscape in the functional area.
  • Project management experience.
  • Experience working with IT, business team and with virtual teams.
Apply now »