Contact Center Call Routing & Cloud Solutions SME, Citi

Citi

Location:
Poland, Warsaw

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We are seeking skilled and experienced Contact Center Call Routing Subject Matter Expert (SME) to join our global team. The ideal candidate will be responsible for the design, implementation, optimization, and support of contact center solutions using verities of voice platforms like Cisco ICM, Swampfox ICX, Nice CXone and Avaya IVR. This role demands a deep understanding of cloud-based contact center technologies, integration strategies, and customer experience optimization.

Job Responsibility:

serve as the technical SME for Cisco ICM, Swampfox ICX and NICE CXone platforms
lead product certification, design, configuration, and deployment of contact center solutions across platforms
work with cross-functional teams to integrate contact center solutions with CRMs, IVRs, WFM, and other enterprise systems
hands-on experience on design, implement and support call routing scripts and workflows
analyze business requirements and recommend optimal platform configurations and workflows
provide Level 3 support for complex issues and escalations related to routing environment
ensure platform stability, scalability, and performance through continuous monitoring and proactive maintenance
work with controls team to ensure systems are compliant with Citi standards
collaborate with vendors and internal stakeholders for feature enhancements and roadmap alignment
develop and maintain comprehensive documentation including architecture diagrams, SOPs, and user guides
conduct platform training and knowledge transfer to team members and end-users
stay up to date with the latest platform features, releases, and industry best practices
provide hands-on troubleshooting and support for system issues and outages
ability to work flexible hours
participate in weekly on-call rota to provide require off-hours or weekend support during major incidents or deployments

Requirements:

4+ years of experience working with Cisco ICM, Swampfox ICX and NICE CXone platforms
certifications in Cisco ICM, ICX and/or NICE CXone
deep understanding of call routing, IVR, ACD, CTI, omnichannel capabilities, and reporting/analytics
strong experience with Cisco CVP, Finesse, CUCM, PGs, and VRU scripting
proficiency in developing and maintaining ICM/ICX/Nice CXone routing scripts and configuration
experience with scripting languages such as JavaScript, Python, Ansible automation or Genesys Composer/SCXML
familiarity with telephony infrastructure (SIP, VoIP) and cloud-hosted environments (AWS, Azure)
strong problem-solving and analytical skills
excellent verbal and written communication skills
ability to work independently and as part of a team in a fast-paced environment
excellent time management and prioritization skills, with the ability to handle multiple projects simultaneously
ITIL or project management certifications are a plus
bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience)

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 10, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Contact Center Call Routing & Cloud Solutions SME