Role Overview & Responsibilities
Job Description
The LEGO Group is looking for Cloud and Telephony engineer to work on the LEGO.com technology platform as part of our Marketing & Engagement Technology team based in London.
Consumer and Shopper Engagement telephony system is a critical contact point for LEGO CSE advisors, managing thousands of calls per day to provide LEGO consumers and Shoppers with an industry leading level of service. We're looking for an engineer to build and run this important service along with the telephony lead. You'll work collaboratively in an agile squad on with a focus on the telephony backlog and supporting cloud infrastructure.
The system is hosted using modern technologies including Salesforce Service Cloud and hosted in AWS. We believe in keeping our tech up to date, and were one of the first Salesforce customers to adopt Salesforce Service Cloud voice.
This is an ideal opportunity for an IT engineer motivated to expand into cloud computing and telephony within a SalesForce environment. The role will include opportunities to upskill on AWS, telephony technologies including IVR design and Salesforce Service Cloud.
Core Responsibilities
Maintain the telephony system for advisors along with the telephony lead
Liaise with 3rd party telephony system providers for support and enhancements
Work with the business to analyse, design and implement IVR improvement opportunities
Contribute to and implement the observability strategy for the team
Coordinate activities between third parties, ops and engineers
Facilitate meetings with a cross-section of contact centre advisers, team managers, planners and other colleagues to identify improvement opportunities
Conducting ongoing monitoring of the telephony platform (Talkdesk) and any supporting systems to identify problems, prevent incidents and protect service continuity
Incident management including the triage process and application of fixes
Do you have what it takes?
Contact centre operational experience (preferably multi-channel) – Responsible for day-to-day management of the Contact centre platform
Call Routing (Queue & Skill based)
Routing Profiles
IVR design and updates
Prompts (wav files)
Contact Attributes
AWS Services (e.g. Lex, Polly, S3 Bucket)
User Management; including RBAC roles and Agent Hierarchies
Reporting; historical and real time
Incident management / fixes
Problem management / fixes
Data backups and Disaster Recovery (DR) procedures
Capacity management (of platforms / solutions)
Experience with Numbering strategy & management
Developing integrations of Service Cloud Voice and talkdesk, with knowledge of Salesforce platform
What’s in it for you?
Here are some of what to expect:- Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
- Colleague
Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.
The LEGO Group is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of e.g. race, colour, religion, sex, national origin, sexual orientation, disability or gender identity.
The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.
Thank you for sharing our global commitment to Children’s Rights.
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