Telecom Project Administrator

Job Description

Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality.

Our teams, known as Heartists®, bring together the best of hospitality with the best of tech and digital. Our ambition is to provide our customers with personalized, memorable, and sustainable experiences.

Here, we create new ways to travel within each of our 5,500 hotels, connecting closely with our 100 million clients in 110 countries.

Here, we are at the heart of an incredible playground for technological transition and the design of digital products and services for our customers and hotel teams.

Here, your scope will know no boundaries;

So join us and dare to make an impact on the world!

Here is where your greatest challenge awaits you: 

At Accor Contact Centers, our goal is to create value for our hotels by ensuring customer engagement and full satisfaction at every interaction. Our Contact Centers allow our customers to book any hotel, anywhere, anytime, in their own language, all year round.
We are hiring in the Strategy & Technology team! This team supports our operations in achieving our shared goals by providing the tools and innovations they need. One of our main areas of focus is delivering a powerful and efficient telephony system.

Your mission

Within the Strategy & Technology team of the Contact Centers, you will report directly to the IT & Telecom Director. As a Telecom Administrator, you will be responsible for managing and optimizing the telecommunications systems (Amazon Connect) within our contact center environment. Your expertise in call routing and telephony infrastructure will play a key role in ensuring seamless communication and delivering outstanding customer service.

Your main responsibilities will include:

Telecommunication System Management

• Ensure the maintenance and administration of the Contact Center’s telecommunications infrastructure.

• Guarantee the efficient routing of incoming and outgoing calls to the appropriate agents or departments of the Contact Centers.

• Monitor system performance, identify issues, and implement corrective actions to ensure the optimal operation of the Contact Centers.

• Coordinate with vendors and service providers to quickly resolve telecommunications-related issues.

• Provide technical support to Contact Center teams.

Continuous Improvement

• Collaborate with cross-functional teams (Operations, Product) to fully integrate new improvements (creating user stories, process flows, and designing solutions in collaboration with development stakeholders).

• Stay up to date with industry trends and foster innovation around voice and written channels, as well as business processes related to self-service.

Qualifications

And you? 

• Minimum 2 years of experience, ideally in a telecom contact center environment

• Bachelor’s degree in Computer Science, Engineering, or a related field; or equivalent experience – required

• Proficiency in professional English – mandatory

• Experience with a Salesforce implementation (Service Cloud) would be a plus

• Experience using AWS (Amazon Connect) or other Interactive Voice Response (IVR) and telephony products to develop customer or business solutions

• Pragmatic, flexible, and willing to do what it takes to get the job done

• Well-organized and structured

• Motivated and eager to learn and further develop functional skills

• Team player, motivated to work in an international environment