Job Title

Contact Center SpecialistBusiness Environment

Amazon Connect Contact Center solutions are business critical applications/services for the global Amadeus Customer Services organizations (TCH/ACU/SGB/HOS). They provide the backbone of worldwide operation of Amadeus’ customers support over the telephone and chat, it operates on a 24/7/365 model in multiple languages and specific business routing rules.

Your Main Responsibilities

Common accountabilities :

Has working experience and advanced and specialized technical/functional knowledge in own discipline. Understands how own area contributes to the business. Acts as a reference for colleagues with less experience and supports junior team members.​

Influences decisions related to own activity, anticipating dependencies and consequences in complex scenarios, contributes to transversal projects, proposes improvements to processes and is accountable for own and team commitments.​

Works independently within plan dictated by manager, with some guidance on most complex situations.

Specific accountabilities:

Based on high level business requirements, recommend potential solutions to Demand Management and Architecture groups during the feasibility study.

Advise internal customers on potential solutions

Collect and review the detailed business specifications with internal customers.

Analyze the detailed impact on existing processes and on the usage of existing tools supporting these processes.

Define functional requirements of the solution using standard solutions whenever possible

Validate detailed functional requirements with internal customers and solution team to ensure that the proposed solution meets their expectations.

Validate technical requirement with the Internal Business Solution Architect/Developer and support development team during the software implementation

Implement and test solution customization

Execute end to end functional /regression/performance tests

Coordination user acceptance tests

Produce user documentation and educational materials to facilitate user understanding and adoption

Deliver the agreed solution on-time, within budget and according to specifications

Perform the application functional support (customer/production) when requests are received from second level support

Propose enhancements to avoid failure and improve performance.
 

Technical skills and know-how:

Development experience using NodeJs / Python (Bash is a plus)

DevOps experience and CICD practice/knowledge (Terraform is a plus)

Experience in using main AWS services such as Amazon Connect / S3 / DynamoDB / Lambda / CodeBuild

Amazon Connect solutions are tightly integrated into the Customer Service solutions ecosystems such as: 

ServiceNow, OneViewCX, Salesforce

Amadeus Service Hub (ASH)

Calabrio Workforce Management

Business Analytics - AllStats and Qlik
 

What we can offer you

Be rewarded with a competitive remuneration, an individual and company bonus and enjoy many benefits. 

Work from anywhere: Flexible teleworking from 1 to 3 days per week. You will also benefit from a home office set-up premium & monthly allowance.

6 weeks holiday, plus pension contribution and healthcare insurance.  

Experience in an environment with unique complexity and a hardly matched criticality among the leading tech companies.

Professional development in a truly international and multisite environment with a great mix of people.    

A wide set of trainings available to broaden your knowledge and enhance your soft skills including onsite and on-line learning hubs packed of technical and soft skills to help to develop any competencies. 

Enter a diverse and inclusive workplace.

Enjoy your office life: Coffee hubs to work or relax, quiet zone, flexible desks and agile areas, on site restaurants, tennis, soccer, yoga, dance, on-site sport center and classes and on-site concierge services.  

How do we hire?

Online application: Submit your online application and our Talent Acquisition team will get in touch if your skills match the role. 

Phone Interview: We'll get to know each other with a short casual conversation. You'll also have the chance to ask questions. 

Online Testing: Depending on the role you applied for, you may have to do some online tests. 

Interviews: First, you'll meet one of our talent teams. Then you'll have an interview with a member or members of the team you're looking to join. 

Offer: Our Talent team will make you a job offer and welcome you to your new role with us. 

Join our global team: Where you can develop your skills and build an international career that matters. 

100% of the people we’ve recruited started by applying. Take a chance!
 

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.

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