Senior CX Engineer

A bit about us 🚀

Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.

Who are we looking for? 👀

We are looking for a Senior CX Engineer who will work directly with Gamma clients to deliver solutions and service into their Contact Centres. You’ll deploy cloud hosted solutions and services across multiple communication channels including Voice, Chat, Email and social media. You will have a key focus on automating deployments of Amazon Connect solutions and tooling that increase productivity.

You will also work directly with the Head of CX Engineer to plan, deliver and constantly improve process within and outside the CX Engineering team. As a Senior CX Engineer, you will be there to help, guide and unblock work for the CX Engineers within the team. Your technical knowledge of solutions as well as understanding client problems will be vital in helping the rest of the team to deliver success.

Our clients range from large public sectors giants to enterprise heavyweights across retail, travel, utilities and more. You will know of - or have interacted with all of our clients!

What will you be doing day-to-day? ✨

• Owning the implementation of Amazon Connect for clients
• Building and maintaining CI/CD pipelines to automate deployments of Amazon Connect solutions and perform environment uplifts.
• Building best-practice customer contact centres in Amazon Connect
• Designing conversational UX (user experience) flows for chatbots
• Working with our project office to agree deadlines and ensure delivery
• Working with our software engineers where development/coding is required:
• Communicate requirement
• Testing
• Ensuring that your work, and that of the teams is completed on time and to the highest standard through peer-reviews and collaborative working
• Communicating with customers to gather requirements and keep them informed
• Handling escalations from the CX Engineering team for assistance
• Working with SmartAgent Product Team on helping them shape and deliver new features and services
• Leading the team in the absence of the Head of CX Engineering

What you’ll need 💻

• Experience of engineering / solution design / implementation of a UC or Contact Centre Solution.
• Proven experience automating Amazon Connect or similar deployments
• Demonstrable experience of solution design & implementing technology, preferably Strong technical skills and the ability to learn quickly
• A-level or degree in an IT/software related field desirable
• First-class written and verbal communication skills
• Excellent video call / telephone manner
• Experience of working on multiple concurrent projects
• A strong interest in cloud technology and an ability to think beyond the norm
• Ability to cope with ambiguity
• Commercially aware
• Very strong team player
• Fast-paced, ambitious and impatient to progress your career

Additional Responsibility

• Responsibility for team task reviews and lead weekly planning sessions. Ensure that the team are clear on what they are working on, that tasks are administered correctly, and the work is completed in a timely manner
• Ensure that internal and external stakeholders are informed of the state of work.
• Ensure that knowledge sharing sessions are undertaken so that other team members can learn
• Ensure that the sales demo environment is up to date and relevant so that the sales team can perform great client demos.
• Working with clients to understand their problems, challenges and how Gamma can meet these needs.
• Working with clients to understand how SmartAgent can integrate with 3rd party products to ensure great business outcomes.

From time to time you might need to travel to customer’s sites across the UK, so it is important you have a driving licence or don’t mind the odd train journey!

A few things to note

• This role is hybrid so will require you to be in our Manchester office at least 2 days a week. The other 3 days can be worked remotely.
• We do not need agency support; we do all our recruitment in house.
• Unfortunately, we can't offer visa sponsorship or relocation support for this role.