Senior Contact Centre Engineer

Collinson is the global privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences loyalty and customer engagement and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass the worlds original and leading airport experiences programme. Travellers can access a network of 1500 lounges and travel experiences including dining retail sleep and spa in over 650 airports in 148 countries helping to elevate the journey into something special. We work with the worlds leading payment networks over 1400 banks 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception from launching the first independent global VIP lounge access Programme Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Mastercard American Express Cathay Pacific British Airways LATAM Flying Blue Accor EasyJet HSBC Chase HDFC.

Our mission is focused on doing good beyond profit which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition the success of our business is delivered through the diverse and talented team of over 2200 global colleagues.

We are looking for a confident and experienced Senior DevOps Engineer in Amazon Connect and Contact Centre Operations - Methodologies Amazon Web Services (Cloud) Microsoft Teams as well as Windows Servers with AWS Sys-Dev Ops level knowledge. Experience of Freshdesk/Freshworks beneficial. Experience in working within Compliance frameworks such as PCI-DSS ISO 27001 and SOC2.

Attributes

Be able to manage competing priorities and remain customer focused.
Remain calm in stressful situations and focused on the job at hand. Interact with end users to provide daily support for Contact Centre Environment and infrastructure. On occasion be willing to work additional hours due to incident/outage. Self-motivated to learn new technologies. ITIL Service Management experience.

Expectations

To evangelize and continuously improve Collinson Groups Contact Centre capabilities as well as ensuring that all products and projects are designed delivered and supported according to business requirements.

To develop support and configure the Contact Centre products/solutions.

Proactively identifying and resolving known errors and problems to minimize incidents.

Perform daily checks across all platforms using monitoring solutions and escalate issues.

Identify any risks and/or concerns and implement remediation steps with regards to the application.

Active involvement in BCP/DR testing including reporting.

Liaising with staff globally and forming strong working relationships.

Gather business and translate requirements when on/off-boarding new services and/or change requests.

Document newly learned processes to build Internal knowledge base.

Perform technical and analytical documentation of Contact Centre systems.

Recommend future upgrades and expansion opportunities.

Be the lead support for Amazon Connect and related technologies.

Be able to work unsupervised.

Produce high quality work.

Technical Skills & Qualifications

AWS Sys & Dev Ops Experience.

Good fault-finding skills from End User Compute to Server and including AWS Connect Telephony platform.

Strong knowledge/understanding of Amazon Connect call flows announcements dial plans skills and routing.

EC2 / VPC & General AWS Environment services (e.g. CloudWatch IAM Lambda DynamoDB API Gateways Security Hub S3 SNS Pinpoint Contact Lens Transcribe etc).

Strong Knowledge of Amazon Lex Chat Workspace and integrations to Amazon Connect.

Good Python Java and SQL knowledge.

Escalate and chase known issues internally following internal Incident Processes

Liaising with 3rd parties including service providers .

Maintaining FreshService ITSM ticket queues Updating and escalating as required .

Strong Knowledge / Understanding of Contact Centre operations.

Good understanding and implementation of Compliance Standards / Frameworks eg PCI-DSS ISO 27001 SOC2 AWS CCP Certification would be beneficial .

Beneficial

Scripting & database knowledge (e.g. JavaScript Python and SQL)

Understanding of SIP VOIP and WebRTC configuration and connectivity .

General TCP/IP Networking Contact Centre CRM knowledge Ideally Freshdesk.

Contact Centre & Back Office administration & support.

Key Performance Indicators

Successful project delivery.

Stakeholder / Business partner satisfaction.

Update fault/request logged on ticket system with comments in a timely fashion.

Ensure end to end task resolution including user/system testing.

Ensure effective troubleshooting.

Documented knowledge gathering.

Delivery of Project Objectives and Deliverables within agreed timelines.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour race ethnicity gender identity sexual orientation neurodivergence family status age individuals with disabilities and people from all backgrounds cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven high performing culture providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action Do the right thing One team and Be insight led. These help guide everything we do internally in terms of how we think act and interact right through to how we deliver value to our customers and clients.

In your application please feel free to note which pronouns you use (For example - she/her/hers he/him/his they/them/theirs etc).