Plan and manage on a day-to-day basis the telecom infrastructure configuration and capacity, to
ensure seamless operation in an ever changing business environment.
Project manage complex changes with a telecom nature.
Review and approve project deliverables on technical telecom feasibility.
Execute telecom vendor management.
Selection of components to be used
Assembly of standard profiles and call flows
Install hard- and software
Monitor vendor- and industry news on patches, release updates and warnings and pro-actively
advise on necessary actions.
Create and maintain documentation on all subjects mentioned before, including user
Determine and keep up to date and monitors the specifications for the support (SLA) contracts
with all telecom suppliers, including ordering and invoice handling.
Technical and Functional application Management
Function as technical and functional application manager of various telecom applications part of
Cygnific’s Telecom Eco system.
Act as sparring partner for the functional application owners in so far this is not the telecom
Escalate timely to suppliers when necessary and keep all stakeholders within Cygnific up to date
Assist and advise Central Traffic Control to keep the operations running as smoothly and efficient
Analyse the malfunction in process or procedure and determine the cause.
Propose improvements in processes and procedures for efficiency.
Make sure changes and improvements are communicated to all parties involved.
Safeguard changes and improvements are embedded in business as usual.
Follow developments in own area of expertise and look for ways how to implement in own
processes, procedures and/or policies.
Participate in a constructive manner in improvement sessions/activities/projects.
What do you need for this position
University think and work level
6+ years experience in voice telecommunications
Experience within a commercial and service oriented environment
6+ years experience with customer contact applications and technology
In-depth knowledge of Information Communication Technology
In-depth knowledge of voice networks
In-depth knowledge of Cloud contact center solutions. Preferably Odigo.
In-depth knowledge of IVR technology affinity with other original equipment manufacturers.
Fluent in English and Dutch, both spoken and written
You are available 32-40 hours a week
You are a team player that works accurately. Besides that, you are customer and result-oriented
and you have strong judgement and problem resolution skills
· A competitive salary EUR4500 gross per month based on 40 hours a week
· A one-year contract with the prospect of permanent employment
· A challenging, innovative and international environment with great opportunities for you to explore.
· A vibrant and international office at Westerpark in Amsterdam and the possibility to work from home
Who are we?
Cygnific is a proud daughter company of KLM. And we have sky-high ambitions ourselves as well: we
want to become the most personal customer service team in the world. Our 1,500 high-flyers from 36
different countries contribute to this every day. In 18 different languages they offer 24/7 service with
a smile to passengers and travel agencies via email, telephone, live chat, social media and WhatsApp.
Not only in Amsterdam and Enschede; our wings also spread to England, Albania, India and the
Philippines.At our offices in Amsterdam and Enschede we employ over 1,000 smart, young people from all over the world, speaking no less than 18 languages. Indeed, quite an international group of professionals. A group that has created the great working atmosphere you feel when you visit our offices. All these different languages allow us to accelerate business for our clients worldwide. For Air France, KLM and Delta Airlines for instance we cover 34 countries around the world. Also in the Retail industry we’re creating a track record, by assisting for example adidas and Hudson’s Bay.
Our persistent focus on customer experience makes us attractive for both clients and employees. That’s what we live for. We have secured this with Lean Six Sigma, a management methodology that keeps us agile and has led us to big results. Results like an 80% score during first contact and an award winning social media approach with which we repeatedly go viral.
Thanks to our vision on continuous improvement we managed to grow from a modest reservations department to one of the world’s best performing customer experience providers in the aviation industry.
An innovative provider, if we may say so, with offices in Wembley, Tirana, Delhi and Manila, that is now spreading its wings even further by unlocking its vast and successful sales and service approach to other industries as well. If there is one provider able to boost your sales and service level, it is Cygnific.
Inclusiviteit en diversiteit
Uiteraard staat deze vacature open voor iedereen die zich hierin herkent. We geloven dat diverse teams van belang zijn voor ons als lerende organisatie, die voorop wil blijven lopen in de wereld van werk. Want juist verschillen tussen mensen zorgen voor groei. Van collega's, klanten, kandidaten en daarmee van Yacht. Heb jij een uniek talent? We ontmoeten je graag.