Application Specialist (Contact Center & CRM)

Application Specialist (Contact Center & CRM)

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We are recruiting an Application/Solution Specialist to join an IT team.

This is a hybrid role that combines functional and technical knowledge, with a focus on automation and AI integration initiatives in the Contact Center domain.

The ideal candidate will act as a bridge between the business and technology areas, helping to transform operational needs into intelligent and efficient solutions.

Requirements

• Minimum of 2 years of experience as an Application Specialist (or similar role), with a solid technical and functional foundation;
• Experience with CRM systems and Contact Center technologies (e. g. , CTI solutions);
• Knowledge of Talkdesk will be considered a plus;
• Ability to translate complex business requirements into clear technical specifications;
• Strong analytical skills and
  - driven approach;
• Proactive, communicative, and autonomous profile;
• Fluency in English.

Nice to have

• Experience with AI/ML platforms and tools applied to process automation;
• Experience in configuring and managing automation in contact center environments;
• Knowledge of Business Process Re-engineering.

Responsibilities

• Collaborate with business teams to gather and detail requirements for processes and automation initiatives in the contact center;
• Ensure optimal performance and integration of platforms;
• Provide technical support and training to users on new features;
• Design and implement AI-based bots and automations to improve efficiency and customer experience;
• Test, monitor, and optimize automated processes, applying concepts of data science, AI, and process engineering;
• Maintain a complete view of the application architecture, ensuring seamless integration with new technologies.

We offer

• Health insurance;
• Free online training through the Udemy platform;
• On-site and remote training at Olisipo's Learning Center;
• Free certifications (after passing the exam);
• Discounts at Olisipo Partners (in the areas of health and
  - being, fitness, travel, among others);
• Free psychological consultations;
• Possibility of a salary advance, without commissions.

Apply now and take the next step in your career with Olisipo!