IS/ Call Center Systems Specialist

We at Nova, a very young and dynamic team, the 2nd largest telecom provider in Greece, looking for a dynamic IS/ Call Center Systems Specialist to be part of our Call Center Systems team. 

You have a challenging mission for: 

ensuring smooth operation, optimization, and high availability of ACD, IVR, dialer, and VoIP systems. You will handle advanced troubleshooting, implement upgrades, support security and capacity planning, and drive continuous improvements in call center technologies.

What you will do:

• Manage and maintain call center systems (ACD, IVR, dialers, VoIP).
• Perform system upgrades, patches, and configuration changes.
• Monitor system performance and ensure high availability.
• Provide second-level and third-level support for system-related issues.
• Diagnose and resolve complex telephony and application problems.
• Collaborate with vendors and internal teams for escalated issues.
• Configure call routing, IVR menus, and agent profiles.
• Optimize workflows and implement new technologies to improve efficiency.
• Prepare technical documentation for internal use.
• Generate performance reports and assist in capacity planning.
• Help ensure compliance with data protection and security standards.
• Support implementation of access controls.
• Assist in planning and deploying new call center technologies.
• Participate in testing and quality assurance for new implementations.
• Stay updated on emerging call center technologies.
• Suggest improvements to enhance system reliability and efficiency.

It would be great if you have:

• A University Degree in relevant field
• 3+ years of experience in a similar role
• Previous experience in the telecommunications sector is appreciated
• Basic Knowledge of Contact Center Platforms - Familiarity with tools like Genesys, Avaya, or Cisco (basic navigation and configuration).
• Understanding of Telephony Concepts
• Basic knowledge of VoIP principles, call routing, and queue management.
• Basic knowledge of ASR and NLU technology
• Reporting Basics - Generating standard performance reports (AHT, call volumes) using built-in tools.
• Troubleshooting Fundamentals - Ability to identify and escalate system issues.
• Streamlining workflows for efficiency and cost-effectiveness.
• Ensuring adherence to regulatory standards and internal policies.
• Good communication Skills, clear interaction with team members and vendors.
• Ability to follow troubleshooting guides and escalate effectively.
• Having the capacity to understand the impact of systems on customer experience.
• Willingness to learn new systems and processes quickly.

What will you get:

• Wellness programs to keep yourself fit.
• Mobile voice and data to talk.
• Discounts on Nova Fixed / Mobile / TV for you, friends, family.
• Flexy work from home to balance your life.
• Private Insurance program to check up on your health.