Assignment Description

Our client in the automotive industry is currently seeking a dedicated Computer Telephony Integration (CTI) specialist to join their team. This pivotal role will be responsible for analyzing, developing, and optimizing their CTI systems to improve operational efficiency and customer experience. The ideal candidate will bring a strong background in telecommunications and a deep understanding of telephony systems, including VoIP, PBX, and IVR technologies. This role requires a high degree of independence, self-motivation, and a proactive approach to managing the entire CTI landscape.

Main Responsibilities:

• Analyze and optimize the current CTI setup to enhance performance, reliability, and scalability.
• Develop and implement changes to the Computer Telephony Integration (CTI) system to enhance operational efficiency and customer experience.
• Recommend best practices for CTI deployment, configuration, and maintenance.
• Serve as the primary coordinator and gatekeeper for any proposed changes to the CTI setup by teams outside of Customer Care.
• Perform routine administrative tasks within the Computer Telephony Integration (CTI) solutions.
• Conduct regular system audits and perform maintenance tasks to ensure optimal system performance.
• Coordinate the timely mitigation and resolution of issues, ensuring comprehensive documentation and analysis of incidents to facilitate learning and continuous improvement.
• Stay up-to-date with the latest trends and technologies in telephony systems and CTI solutions.
• Conduct comprehensive evaluations of various Computer Telephony Integration (CTI) solutions using detailed methodologies such as evaluation matrices, cost-benefit analysis, and compatibility assessments.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience in the Telecommunications field.
• Proven experience as a CTI expert or similar role, with a deep understanding of telephony systems, including VoIP, PBX, ACD, and IVR.
• Strong knowledge of CTI technologies and standards.
• In-depth knowledge of call center solutions.
• Expertise in contact center goals, methodologies, operational tools, contact center analytics, and performance indicators (KPIs).
• Efficiently communicate plans, progress, and current status updates.
• Excellent problem-solving skills and the ability to work in a fast-paced environment.
• Strong communication and collaboration skills.
• A high degree of independence and self-motivation.

Bonus Experience:

• Experience with Salesforce is considered a significant advantage.
• Experience or interests in AI.