Contact Center Engineer

Trendyol Group

Trendyol Group

Other Engineering
Posted on Thursday, September 7, 2023
Ready to learn more about us?
We were founded in 2010 with a dynamic and agile start-up spirit. The trust of around 30 million customers and 250,000 sellers has made us the first decacorn in Turkey. Our success is backed by renowned investors such as Alibaba, General Atlantic, Softbank, Princeville Capital and several sovereign wealth funds. In 2022, we opened our first dedicated international office in Berlin and expanded to Amsterdam, Luxembourg and London. And that's just the beginning!
Tech at the root
We believe that technology is the driver and e-commerce is the outcome. Thanks to the dedication of our team, we have become one of the top 5 e-commerce companies in EMEA and one of the fastest growing worldwide. We currently deliver over 1.5 million parcels daily to 27 countries.
Growth is in our DNA
As a young and dynamic company, we are constantly growing and expanding. With Trendyol Tech, one of the leading R&D centres, Trendyol Express, the fastest growing delivery network, Dolap, the largest platform for second-hand goods, and Trendyol Go, our instant food and grocery delivery service, we are gearing up to become the world's leading e-commerce platform.
Focused on positive impact
Our vision goes beyond business success. We strive to make a sustainable and positive impact on our customers, business partners, and society. By digitizing merchants and SMEs, helping businesses grow, and promoting women's economic empowerment, we are dedicated to creating a better future.
If you are a techie, you belong in our Technology Team that builds scalable, high-performance platforms for our customers using up-to-date and efficient technologies.
We are all working with the same purpose: To create a positive impact in our ecosystem by enabling commerce through technology.

Your Main Responsibilities

  • Job Overview: As a Contact Center Engineer at Trendyol, you will be responsible for the design, implementation, and management of our contact center systems with a focus on Omnichannel capabilities. Your expertise in Omnichannel communication will be instrumental in integrating various channels like voice, chat, email, social media, and more to provide a seamless and unified customer experience. We are looking for a technically proficient individual with a deep understanding of VoIP technologies and Omnichannel strategies, along with a passion for delivering outstanding customer experiences.
  • 1. System Design and Architecture: Architect and design solutions for our contact center, ensuring scalability, high availability, reliability and with Omnichannel capabilities, ensuring seamless integration of various communication channels.
  • 2. Implementation: Deploy and configure systems, including call managers, gateways, session border controllers (SBCs), and other VoIP-related hardware and software components and configure Omnichannel features, enabling customers to switch seamlessly between channels while maintaining context and continuity.
  • 3. Call Routing Optimization: Design and implement efficient call routing strategies across multiple channels to ensure prompt and accurate customer interactions.
  • 4. Omnichannel Customer Journey Mapping: Collaborate with cross-functional teams to map the customer journey across all channels and identify areas for improvement.
  • 5. Voice Quality Assurance and Chatbots: Monitor voice quality and implement advanced chatbot solutions to enhance self-service options and deliver personalized experiences.
  • 6. Security: Implement and maintain security measures to protect systems from potential cyber threats and unauthorized access.
  • 7. Performance Monitoring and Troubleshooting: Monitor system performance, conduct regular analysis, and troubleshoot and resolve technical issues to minimize downtime.
  • 8. Integration and Interoperability: Integrate systems with other contact center technologies, such as CRM systems and workforce management tools.9. Vendor Management: Collaborate with Omnichannel technology vendors to evaluate and select solutions that align with our business needs and support our Omnichannel strategy.
  • 10. Documentation and Training: Maintain detailed documentation of configurations, procedures, and troubleshooting guides. Provide training and support to contact center agents on VoIP-related topics.

Qualities We Are Looking For

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Proven experience in designing, implementing, and supporting VoIP contact center solutions with Omnichannel capabilities.
  • Strong knowledge of VoIP protocols, codecs, SIP, RTP, and other VoIP-related technologies.
  • Experience with Omnichannel call routing, IVR, ACD, chatbots, and contact center dialer systems.
  • Familiarity with Omnichannel analytics tools and performance optimization techniques.
  • Knowledge of network routing, switching, and firewalls in an Omnichannel environment.
  • Experience with Omnichannel security best practices and encryption technologies.
  • Strong analytical and problem-solving skills to troubleshoot complex Omnichannel issues.
  • Excellent communication and interpersonal skills to collaborate with internal teams and vendors.
  • Relevant certifications in Contact Center technologies and Omnichannel strategies will be considered a plus.
* Take responsibility from day one and develop your skills with a talented and diverse international team.
* Experience open communication, flexibility, and a start-up spirit in our unique culture.
* Tackle big challenges in e-commerce with Agile practices and encourage growth by learning from mistakes.
* Join creative and focused teams that prioritize collaboration and problem-solving.
* Access our extensive training platform for continuous learning and personal growth.
* Benefit from the support of a global team of experts with mentoring and professional development opportunities.
* Focus on talent and potential, not just job titles.
* Connect with teammates regardless of physical distance through events, meetings, and social activities.
* Enjoy competitive benefits such as Trendyol shopping budget, central and international office locations, and top-of-the-line technical equipment.
* Find the right balance between flexibility and team bonding with our hybrid working model and the opportunity for a two-month working from abroad program.
We're looking forward to receiving your application!
Discover more about our #LifeatTrendyol and our culture on LinkedIn and YouTube channels.
At Trendyol, we believe in the power of an inclusive workplace. We value diversity and believe that every team member contributes to our vibrant culture. Our platform is for everyone, and so is our workplace. We encourage the representation and amplification of diverse voices in our business, as it allows us all to thrive, contribute, and shape the future together.