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Global IT CX Implementation Specialist

Location: Croatia, Zagreb

Job category: Information Technology (IT)

Language: English

Transcom is a rapidly expanding global customer experience specialist, with more than 50 service centers employing more than 30,000 people delivering services in 33 languages. The company provides CRM solutions to clients in a wide range of industry sectors including telecommunications and e-commerce, travel and tourism, retail, financial services and utilities. Do you want to join our fast growing IT community? 


Join our Transcom Family as a Global IT CX Implementation Specialist !


The CX Implementation Specialist’s role is to deliver project-like custom implementations of Transcom’s contact center tools tailored to specific requirements of the Client. These contact center tools are cloud-based, third party provided applications. This role is required to configure, test, deploy, and support multiple contact center tools. Works closely together with Support teams, Business Analysts, Solution Engineers and the internal client.


Responsibilities in short: 


  • Assist with requirements gathering and solution's processes

  • Validate technical feasibility and efficiency of suggested solutions

  • Ensure that all implementations are in line with applicable (security) policies and standards

  • Apply customer-first approach and maintain close relationship with the internal client

  • Document all requirements and technical details of the solution implemented

  • Adopt parts of either Software Development Life Cycle or Agile methodologies

  • Ensure that deadlines and SLA’s are met - both on individual and team level

  • Design, perform and document unit testing and assist with peer reviews

  • Assist support teams and investigate incidents in production environment as required

  • Assist support teams in planning and executing service impacting maintenance's - version upgrades, migrations

  • Actively look for improvement opportunities and communicate these clearly to team members and the management


What’s in it for YOU!


  • Career opportunities - growth within the company, both horizontal and vertical
  • Personal and professional development: conferences, training, and coaching on the job
  • Winning atmosphere and supportive team - we strive for collaborative, informal vibes with a focus on getting things done
  • Opportunity to be innovative and pitch your own ideas
  • Freedom in execution and forming of the organization
  • Multicultural communication and best practice sharing
  • A minimum of 23 vacation days (growing with tenure and parent status)
  • Parking space
  • 100% covered Multisport card and additional health insurance


What we are looking for:


  • Assist with requirements gathering and solution's processes

  • Validate technical feasibility and efficiency of suggested solutions

  • Ensure that all implementations are in line with applicable (security) policies and standards

  • Apply customer-first approach and maintain close relationship with the internal client

  • Document all requirements and technical details of the solution implemented

  • Adopt parts of either Software Development Life Cycle or Agile methodologies

  • Ensure that deadlines and SLA’s are met - both on individual and team level

  • Design, perform and document unit testing and assist with peer reviews

  • Assist support teams and investigate incidents in production environment as required

  • Assist support teams in planning and executing service impacting maintenance's - version upgrades, migrations

  • Actively look for improvement opportunities and communicate these clearly to team members and the management


Other desired qualifications:


Education:

  • High School or Technical High School Diploma

  • Degree in Computer Science from University or College is a plus

  • Microsoft Certification is a plus

  • Cloud (Azure/GCP) certification is a plus

  • ITIL certification is a plus


Required IT knowledge:

  • Minimum of 3+ years experience in any scripting language, Golang, MySQL, T-SQL or C++

  • Experience with contact center technologies, dialers, ACD systems is a plus

  • Must have sound database knowledge (MS SQL preferred)

  • Web Application Development experience with ASP, .NET framework

  • Basic understanding of segmented networks,

  • 1+ years experience with working in a policy and process controlled enterprise IT environment


Other expectations:

  • Customer-first mindset

  • Ability to explain complex concepts using simple terms

  • Good interpersonal and communication skills

  • Fluent verbal and written English

  • Ability to create technical documentation

  • Must possess excellent conceptual and analytical problem solving skills

  • Detail oriented, able to work independently

  • Willing to go on-call, extended hours and holidays if necessary.

  • Self-starter and eager to learn

  • Able to work in a geographically and culturally diverse multinational environment


What Life at Transcom is like!


We are a global network of 28,000 local specialists, across 25 countries, passionate about providing outstanding customer experiences. Equipped with intelligent technology, we strive to be one step ahead of the newest trends as we support our clients, because we care about our clients! With that, we care about our local communities and continuously support them, we care about diversity, inclusion and sustainability, we care about our employees’ needs, careers, development and well being. Apply and find out first hand!





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