Senior Contact Centre SaaS Administrator

📋 Description

• • As a Senior Contact Centre SaaS Administrator at loveholidays, you will be at the forefront of our technological innovation, playing a pivotal role in ensuring the seamless operation and strategic enhancement of our critical contact centre systems. This is an exceptional opportunity to join a dynamic and rapidly growing travel company that is committed to providing unparalleled holiday experiences to our customers. You will be instrumental in supporting our mission to become the global leader in packaged holidays by driving technical excellence and future-proofing our business through cutting-edge solutions.
• • In this role, you will be a key member of the SaaS Operations team, a dedicated unit within the Business IT/Customer Success department. Your primary focus will be on delivering robust technical solutions and comprehensive support to our valued contact centre staff, who are the backbone of our customer service operations. You will report directly to the Director of IT, contributing to both the day-to-day operational efficiency and the long-term strategic direction of our contact centre technology.
• • Your responsibilities will encompass the comprehensive management of our large-scale production applications, including our Customer Relationship Management (CRM) system, Kustomer, and our Telephony system, UJET. These systems are vital for managing thousands of daily omnichannel customer interactions across multiple regions, making your contribution directly impactful to our customer satisfaction and business success.
• • You will act as the front-line technical expert within the team, providing immediate and effective solutions to complex technical challenges. This involves deep-diving into system issues, performing root cause analysis, and implementing sustainable fixes.
• • A significant part of your role will involve the technical administration of Kustomer. This includes managing its configuration, user roles, permissions, and ensuring the smooth technical and communication links between our third-party suppliers and our internal teams. You will be responsible for creating and modifying process flows, workflows, and business rules within Kustomer, meticulously considering the implications of these changes and ensuring thorough regression testing to prevent unintended consequences.
• • You will also be responsible for administering our Telephony system, UJET. This includes the creation and management of call queues, user roles, and permissions. Ongoing maintenance, regular monitoring of system performance, and proactive identification of potential issues will be crucial to maintaining high availability and optimal functionality.
• • Furthermore, you will administer the Google Customer Experience Suite, a critical component of our customer interaction strategy. This involves configuring the platform, managing user access, and ensuring seamless integration with our existing technology stack. Your expertise in this area will help us leverage advanced customer service technologies.
• • A key aspect of your role will be to build and maintain automation workflows using N8N. This will involve identifying opportunities to streamline contact centre operations, reduce manual processes, and improve overall efficiency. By leveraging automation, you will directly contribute to freeing up our contact centre agents to focus on delivering exceptional customer experiences.
• • Your responsibilities will extend to managing our Workforce Management (WFM) tools and other external contact centre systems that are provided through third-party suppliers. This requires strong vendor management skills and the ability to ensure these integrated systems function harmoniously.
• • You will proactively identify trends in system performance and customer interaction data. By analysing this data, you will generate insightful reports for managerial review, recommending and implementing enhancements to optimise system efficiency, improve user experience, and drive business outcomes through strategic automation and system improvements.
• • This role offers a unique opportunity to work with cutting-edge technology in a fast-paced environment. You will be empowered to take ownership of your success, contribute to ambitious growth plans across Europe, and broaden your skillset by solving complex, real-world challenges. We encourage a culture of continuous learning and innovation, and we actively share our technological journey through our tech blog (https://tech.loveholidays.com/).