Senior Outbound Contact Center Engineer, Citi

Citi

Location:
Poland, Warsaw

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in design, implement, maintain, and continuously improve our outbound contact center solutions. You will play a key role in ensuring a seamless and efficient customer experience by leveraging your deep understanding of industry-leading technologies. By Joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Job Responsibility:

Design, implement, and maintain complex Outbound contact center solutions using Alvaria, Avaya, NICE CXOne, Genesys, and Swampfox ICX
Troubleshoot and resolve complex technical issues related to voice infrastructure, applications, and integrations
Proactively monitor system health, capacity, and performance, implementing optimizations to ensure stability and efficiency
Stay abreast of emerging contact center technologies and industry best practices, recommending and implementing innovative solutions
Lead and participate in projects related to contact center technology upgrades, expansions, and new feature implementations
Collaborate effectively with cross-functional teams
Act as a technical mentor to junior team members
Leverage your understanding of Agile methodologies, such as Scrum and Jira, to manage projects, track tasks, and ensure timely delivery

Requirements:

8+ years of proven experience in a senior technical role within a contact center environment
Extensive hands-on experience with Avaya Aura, Communication Manager, System Manager, Application Enablement Services, Session Manager, and related Avaya products
In-depth knowledge and practical experience with Alvaria, NICE CXOne platform, including call routing, IVR scripting, and reporting
Strong understanding and hands-on experience with Alvaria systems
Experience with CTI integrations and interoperability with CRM and other business systems
Familiarity with scripting languages and APIs for contact center integrations
Excellent communication skills (verbal and written) with the ability to explain complex technical concepts to both technical and non-technical audiences
Excellent time management and prioritization skills, with the ability to handle multiple projects simultaneously

What we offer:

Private Medical Care Program
Life Insurance Program
Pension Plan contribution (PPE Program)
Employee Assistance Program
Paid Parental Leave Program (maternity and paternity leave)
Sport Card
Holidays Allowance
Sport and team recreation activities
Special offers and discounts for employees
Access to an array of learning and development resources
A discretional annual performance related bonus
A chance to make a difference with various affinity networks and charity initiatives

Additional Information:

Job Posted:
May 09, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Senior Outbound Contact Center Engineer