Job Key Accounts - Contact Centre as a Service Support Engineer, Reading

Job Description

Join Our Dynamic Team as a Key Accounts - Contact Centre as a Service Support Engineer!

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!

What will you be doing?

The purpose of this role is to provide expert-level support for the Five9 Contact Centre as a Service (CCaaS) platform (or equivalent), ensuring optimal performance, rapid issue resolution, and continuous improvement of the customer experience. This role is critical in maintaining service availability, implementing changes, and supporting both internal teams and external clients.

Accountabilities and Deliverables:

• Platform Support & Troubleshooting:
  • Diagnose and resolve technical issues related to Five9 CCaaS features such as ACD, IVR, CTI, VoIP, and omnichannel routing.
  • Provide Tier 2/3 support for escalated incidents, ensuring timely resolution and root cause analysis.
  • Monitor system health and performance, proactively identifying and addressing potential issues
  • Support integration with CRMs (e.g., Salesforce, Zendesk) and third-party applications via APIs and webhooks

• Customer Engagement:
  • Collaborate with customers to understand their business needs and tailor the CCaaS platform accordingly.
  • Conduct service reviews and provide recommendations for optimisation and best practices.

• Operational Excellence:
  • Maintain accurate documentation of configurations, incidents, and resolutions.
  • Ensure awareness of scheduled maintenance, outages, and product updates that may impact service.
  • Participate in a 24x7 support rota, including out-of-hours coverage as required.

Core Competencies:

• Solid understanding of telecom protocols (SIP, VoIP), ACD, IVR, and CRM integrations.
• Strong problem-solving skills and a customer-focused mindset.
• Excellent communication and documentation abilities.

What else looks good for this role:

• Confident and assertive
• An excellent communicator
• Insightful
• Proactive
• A problem solver
• Experience of working a fast-paced and rapidly growing business where priorities can change