Telephony/CTI Operations SME

Your role and responsibilities (Mandatory)

The primary role of the IS Technical Specialist for Computer Telephony Integration, as part of Global Workplace Services Organization, is to apply IT knowledge and expertise to help solve challenging technical scenarios. The Specialist is a key source of knowledge about the service and solutions in modern Contact Center platforms, who contributes with solid expertise to enhance organizational efficiency and support the organization's vision and strategic direction.

• Implement CX Systems: Install, customize, and configure customer experience software and platforms.
• Resolve Technical Issues: Troubleshoot and resolve problems related to APIs, system integrations, and implemented solutions.
• Collaborate Cross-Functionally: Work closely with ABB Support Teams, Third-Party Vendors, and ABB Customers/Consumers to align solutions with business objectives.
• Provide Client & Internal Support: Serve as a liaison between clients and technology providers, ensuring solutions meet requirements and supporting user adoption through training.
• Analyze & Validate Data: Set up test environments, generate test data, validate integrations, and analyze results to enhance system performance.
• Optimize Processes: Design and improve customer-facing technologies and processes to elevate the customer journey.
• Manage Supplier Engagement: Proactively engage with suppliers to resolve incidents or performance issues and implement service improvement initiatives.
• Keeping knowledge up to date regarding new and emerging IS technology and industry practic-es, bringing learning to Enterprise Telephony service.

• 3-5 years of experience and very strong knowledge in supporting / maintaining CX platforms
• Expertise on ACD/SBR technology and principles, including different routing methods
• Experience with PSTN, VoIP, SIP, and related technologies like media gateways and call routing
• Comfortable using CRM tools (Salesforce and ServiceNow)
• Familiar with ITIL framework and processes, such as Incident/Problem/Change/CMDB Management/Request Fulfillment, is a plus
• Ability to work as an individual contributor and work independently with minimal supervision.
• Excellent communication and customer service skills with strong attention to detail and highly organized.

Global Business Services (GBS) is ABB's shared services organization which delivers operational and expert services in Finance, Human Resources, Information Systems, Legal, Global Travel Services and external Customer Contact Centers.

With employees based in five main hubs and front offices, GBS provides mainly Business services to ABB teams across the globe as well as supports with external customer inquiries.

We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com.