Contact Center Solution Designer (m/f/n)

InPost is seeking a Contact Center Solution Designer to support operational efficiency in Customer Care, enhance customer experience quality, and design innovative solutions to automate and improve processes. The Customer Care Product Development team is responsible for designing and implementing comprehensive Contact Center solutions, including omnichannel customer service development for international markets within the InPost Group.

• Minimum 2 years of experience with Contact Center systems.
• Experience in configuration and optimization of Contact Center systems.
• Knowledge of Alfavox and Genesys systems.
• English language proficiency at minimum B2 level.

Nice to have:

• Basic knowledge of networks, VM/Kubernetes, and cloud platforms (Azure/GCP/AWS).

• Design architecture and solutions for Contact Center (IVR, automations, omnichannel).
• Configure and implement Contact Center systems (routing, queues, SLA).
• Integrate with CRM, AI, BI, and other platforms.
• Analyze KPIs (ASA, AHT, FCR) and optimize service processes.
• Implement omnichannel solutions (phone, email, chat, social media).
• Conduct tests and audits of Contact Center systems (IVR, chatbots, performance).