Contact Centre Call-flow Developer

Contact Centre Call-flow Developer

Job Req ID: 10618 Posting Date: 27-Jan-2023 Function: BT contact centres Location: 1 Braham Street, London, United Kingdom Salary: Competitive with great benefits About BT BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.
Why this role matters
Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities. Our team plan, design, develop, test, maintain, support and deliver BT’s Cloud Contact platforms and services, underpinning the BT Global Services cross-portfolio strategy and the Cloud Contact product family. We provide services for multinational customers, supporting them to utilise cloud technologies to maximise their business performance and to provide excellent customer experience.
Our applications and services run our customer’s business. Understanding their complex requirements and building, supporting and maintaining these are crucial to both their and our success.

In this role you will be part of a small but friendly and supportive team of voice application developers including a small team in India so you can expect to make new friends.

This area is going through considerable growth and you will work across multiple platforms and different technologies providing great development. This role can be based in London, Bristol, Manchester or Birmingham.
You'll have the following responsibilities

• Accountable for delivering complex customer applications.
• Owns the design, testing, and go-live phases.
• Provides technical expertise to end customers, sales teams, and other BT untis being a subject matter expert in the application development field.
• Designs and amends working practices and processes using CI methodology as appropriate.
• Able to coach, train and motivate new recruits and junior team members
• Manage and co-ordination of virtual teams for specific customer deployments or project work.
• Interact with our real external customers at all levels, on both a highly technical or commercial level.

You will also provide out of hours support via on-call rota and adopt a flexible approach to a customer base that operate 24/7/365.

You'll have the following skills & experience In depth technical knowledge of Cloud Contact Genesys scripting and Admin functions in addition to IVR consultancy and best practise knowledge.
This is a customer facing role and presentation skills and soft skills are a key requirement.
Key skills

• Some Nuance Speech knowledge is desirable
• Knowledge of CCNG would be beneficial.
• Training of team members and customers
• Broad technical knowledge of call centre infrastructures
• Knowledge of the Network capabilities, both Global and Domestic
• Commercial understanding, both internal and external
• Highly flexible approach

Experience

• Experience in voice technologies and networks
• Application design best practise
• CI tools and techniques
• Knowledge of webservices and IP technology.
• Bid preparation and pricing.
• Presentation and communication at senior levels
• Highly proficient in excel, powerpoint and Sharepoint for documentation and procedures.

Benefits

• Competitive salary
• 25 days annual leave (plus bank holidays)
• 10% on target bonus
• Pension scheme
• Flexible benefits: cycle to work, childcare vouchers, healthcare, etc.
• Discounted BT products

Who is the BT Group
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..