Senior Technical Implementation Specialist

Job Description

The Technical Senior Implementation Specialist is responsible for optimising access layer frameworks, enhancing customer contact experiences, and driving operational efficiency across multiple contact centres. This role combines technical expertise, operational insight, and business acumen to analyse telephony and interaction system performance, recommend improvements, and support the successful implementation of CRM and contact centre solutions. The role serves as a key technical and operational resource for routing, Interactive Voice Response systems, chat, email, voice, and other access layer platforms. The incumbent will work closely with internal teams, senior stakeholders, external vendors, and service providers to ensure systems are aligned to business objectives, support world‑class service delivery, and enable continuous improvement across customer contact environments.

Responsibilities

Access Layer Performance and Reporting <...