Cloud and Telephony engineer

Job Description

The LEGO Group is looking for Cloud and Telephony engineer to work on the LEGO.com technology platform as part of our Marketing & Engagement Technology team based in London.

Consumer and Shopper Engagement telephony system is a critical contact point for LEGO CSE advisors, managing thousands of calls per day to provide LEGO consumers and Shoppers with an industry leading level of service. We're looking for an engineer to build and run this important service along with the telephony lead. You'll work collaboratively in an agile squad on with a focus on the telephony backlog and supporting cloud infrastructure.

The system is hosted using modern technologies including Salesforce Service Cloud and hosted in AWS. We believe in keeping our tech up to date, and were one of the first Salesforce customers to adopt Salesforce Service Cloud voice.

This is an ideal opportunity for an IT engineer motivated to expand into cloud computing and telephony within a SalesForce environment. The role will include opportunities to upskill on AWS, telephony technologies including IVR design and Salesforce Service Cloud.

Core Responsibilities

• Maintain the telephony system for advisors along with the telephony lead
• Liaise with 3rd party telephony system providers for support and enhancements
• Work with the business to analyse, design and implement IVR improvement opportunities
• Contribute to and implement the observability strategy for the team
• Coordinate activities between third parties, ops and engineers
• Facilitate meetings with a cross-section of contact centre advisers, team managers, planners and other colleagues to identify improvement opportunities
• Conducting ongoing monitoring of the telephony platform (Talkdesk) and any supporting systems to identify problems, prevent incidents and protect service continuity
• Incident management including the triage process and application of fixes

Do you have what it takes?

• Contact centre operational experience (preferably multi-channel) – Responsible for day-to-day management of the Contact centre platform
• Call Routing (Queue & Skill based)
• Routing Profiles
• IVR design and updates
• Prompts (wav files)
• Contact Attributes
• AWS Services (e.g. Lex, Polly, S3 Bucket)
• User Management; including RBAC roles and Agent Hierarchies
• Reporting; historical and real time
• Incident management / fixes
• Problem management / fixes
• Data backups and Disaster Recovery (DR) procedures
• Capacity management (of platforms / solutions)
• Experience with Numbering strategy & management
• Developing integrations of Service Cloud Voice and talkdesk, with knowledge of Salesforce platform

What’s in it for you?

Here are some of what to expect:

• Family Care Leave – We offer enhanced paid leave options for those important times.
• Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
• Wellness – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programmes run by local teams where you are based.
• Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.
• Bonus – We do our best work to succeed together. When goals are reached, you’ll be rewarded through our global bonus scheme.
• Your workplace – Our offices will be your primary workplace with flexibility to work from home during your working week. Your People Leader will discuss the principles of our hybrid work model, role eligibility and frequency with you.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of e.g. race, colour, religion, sex, national origin, sexual orientation, disability or gender identity.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

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