Senior Contact Centre SaaS Administrator

Why loveholidays?

At loveholidays - we trailblaze together. We’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

Technology at loveholidays underpins our vision to become the global leader in packaged holidays. We drive cutting-edge innovation and technical excellence to futureproof the business. Our systems process trillions of daily holiday offers, we deploy over a thousand times a month, serving thousands of requests per second. This is where you can accelerate your growth by solving complex challenges and broadening your skillset.

Join us to create impact for our future in an exciting new chapter, owning your success and contributing to shared goals. We actively talk about technology and adhere to our key technology principles that have guided us this far. We are growing and have ambitious plans to expand across Europe, employing the best minds and technology to let us do this.

About the team:

You will be working in a team of 3 in the SaaS Operations team within the Business IT/Customer Success department, primarily focused around delivering technical solutions and support to our contact centre staff.

The impact you’ll have:

Reporting to the Director of IT, the Senior Contact Centre SaaS Administrator will provide operational and strategic support to facilitate the day to day running of our contact centre systems, including CRM and Telecom systems. These are large scale production applications managing thousands of daily omnichannel customer contacts across several different regions.

Your day-to-day:

• Experience with being the front-line technical person in the team

• Managing our CRM system Kustomer from a technical perspective and owning the technical and communication links between our suppliers and internal teams

• Experience of creating and making changes to process flows, workflows and business rules while understanding the implications of those changes and what regression testing should be completed

• Deploy monitoring tools to monitor system performance, analyse data, and generate reports for managerial review.

• Managing our Telecoms system UJET, creating and managing queues, user roles, permissions and ongoing maintenance and regular monitoring.

• Administering Google Customer Experience Suite, including configuration, user management, and integration with existing systems

• Building and maintaining automation workflows using N8N to streamline contact centre operations and reduce manual processes

• Additional responsibilities include managing WFM and external contact centre systems through third party suppliers

• Proactively identify trends and areas for improvement, recommending and implementing enhancements to optimise system efficiency through automation
  

Your skillset:

• Proven experience as Senior Application Support or Engineer, managing large scale CRM and Telecom systems

• Degree in a technical subject or industry standard certificates

• Strong working knowledge of Kustomer and/or transferable knowledge with an equivalent CRM system (Zendesk, Salesforce, Freshdesk, Zoho etc..)

• Strong working knowledge of UJET or Google Customer Experience Suite (CCAI Platform) and/or transferable knowledge with an equivalent Telecoms or CCaaS system (RingCentral, Twilio, Genesys, 8x8 etc..)

• Possess a strong focus on Customer Service and IT Security

• Ability to work individually and within a team

• Flexibility to work outside of standard work hours to accommodate special projects or emergencies
  

Desirable:

• Kustomer Technical Administration

• UJET Technical Administration

• N8N Technical Administration

• Google Cloud Certifications relating to Customer Experience Suite (CCAI Platform)

Perks of joining us:

• Company pension contributions at 5%

• Individualised training budget for you to learn on the job and level yourself up

• Discounted holidays for you, your family and friends

• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum

• Ability to buy and sell annual leave

• Cycle to work scheme, season ticket loan and eye care vouchers

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.