Telefónica is one of the world's largest telecommunications providers, operating a vast network across Europe and Latin America. Headquartered in Madrid, the company provides a comprehensive suite of services including mobile and fixed connectivity, digital television, and advanced technology solutions such as cybersecurity, cloud computing, and IoT through its major brands like Movistar and O2.

As a Spanish multinational and a cornerstone of the IBEX 35, Telefónica is a primary destination for international professionals in Spain. The company maintains a massive corporate ecosystem that fosters innovation through its Telefónica Tech and Telefónica Global Technology divisions, offering a multicultural environment with significant opportunities for career progression in engineering, data science, and digital transformation.

Founded in 1924 as Compañía Telefónica Nacional de España (CTNE), it was originally a state-owned monopoly before being fully privatized in the 1990s. Since then, it has expanded aggressively into international markets, particularly in Latin America and Europe.

For international professionals

Telefónica is one of Spain's largest employers, providing high job stability and a structured corporate career path.
The company's global headquarters, 'Distrito Telefónica' in Madrid, is a massive campus featuring its own health centers, sports facilities, and diverse dining options.
They offer specialized 'Talentum' programs and internships that are highly accessible to international graduates and young professionals.
While Spanish is the primary language for local operations, English is frequently used within their global technology, cybersecurity, and strategy departments.
The company has a strong presence in multiple Spanish regions beyond Madrid, including major tech hubs in Barcelona and Logroño.

Tech_L2 Technician-Contact Center

Telefónica

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

WHAT IS TELEFONICA TECH?

Telefónica Tech is the leading digital transformation company of the Telefónica Group. We have a wide range of integrated technological services and solutions in Cybersecurity, Cloud, IoT, Big Data, Artificial Intelligence, and Blockchain, with which we accompany our clients in their digital transformation.

We are a group of more than 6,200 brave people who work daily from different points around the world to achieve excellence, through leadership based on transparency and team spirit. If you identify with our pillars, we look forward to meeting you!

www.telefonicatech.com

WHAT DO WE DO IN THE TEAM?

In the Cloud Contact Center unit of Telefónica Cybersecurity & Cloud Tech, we are dedicated to designing and implementing Contact Center solutions and providing a quality support service to our clients.

When the manufacturer's solution does not fit the client's requirements, we offer customizations that allow us to adapt to their needs. These customizations are developments that we host in Cloud solutions (Azure, AWS, etc.) or in infrastructure provided by the client.

WHAT WILL YOUR DAY-TO-DAY BE LIKE?

Your mission will be:

To be part of a provisioning and support team for cloud Contact Center solutions.
Stay updated with technological changes and adapt to new products that we may add to the company's portfolio.
Deliver quality solutions to our clients on time and in the correct manner.

Your day-to-day:

Design and implement Contact Center solutions using Genesys Cloud technology.
Development, configuration, and maintenance of routings on the Genesys Cloud platform.
Administration of the Genesys Cloud infrastructure.
Resolution of incidents related to voice, digital channels (Chat, WhatsApp, E-mail), and SQL Server DBs.
Configuration and maintenance of SBCs.
Design and implementation of BOT solutions (Genesys Dialog Engine).

AND FOR THIS, WE BELIEVE IT WOULD BE IDEAL IF YOU HAD...

Experience

Experience in Cloud Contact Center services, especially in Genesys Cloud.
Demonstrable experience (minimum 3 years) working in technical areas.
Work experience in technical support departments.

Education

Systems Engineering, Telecommunications, Computer Science, or similar studies.

Technical Knowledge

Certification in the Genesys Cloud platform.
VoIP signaling protocols (SIP, RTP, SDP) and audio codecs.
Handling of network monitoring tools (Wireshark, Nagios, PRTG, etc.).
Knowledge in Architecture / Engineering areas.
Knowledge and experience in BOTs (Genesys Dialog Engine, Google Dialogflow, Nuance MIX).

To perform the role, the skills that would fit the team and the project would be:

Ability to prioritize and organize activity according to its criticality or business needs.
Teamwork.
Proactivity to improve and automate processes.
Proactivity and a good disposition to learn.
Customer vision and alignment with their business.
Communication with the client.
Ability to perform and manage different tasks at the same time in an effective and organized manner.
Decision-making ability.
Analysis and resolution of incidents.

LANGUAGES

Required: English B2 or higher.
Valuable: other languages.

WHAT DO WE OFFER?

• Work-life balance measures and flexible scheduling.
• Continuous training and certifications.
• Hybrid remote work model.
• Attractive social benefits package.
• Excellent dynamic and multidisciplinary work environment.
• Volunteering programs.

#SomosDiversos #Fomentamosigualdad
We are convinced that diverse and inclusive teams are more innovative, transformative, and achieve better results.
Therefore, we promote and guarantee the inclusion of all people regardless of gender, age, sexual orientation and identity, culture, disability, or any other condition.

We want to meet you! 😊

View original advert (Spanish)

¿QUÉ ES TELEFONICA TECH?

Telefónica Tech es la compañía líder en trasformación digital del Grupo Telefónica. Contamos con una amplia oferta de servicios y soluciones tecnológicas integradas de Ciberseguridad, Cloud, IoT, Big Data, Inteligencia Artificial y Blockchain, con la que acompañamos a nuestros clientes en su transformación digital.

Somos un grupo de más de 6200 personas valientes que trabajamos a diario desde distintos puntos del mundo para alcanzar la excelencia, a través de un liderazgo basado en la transparencia y en el espírItu de equipo. Si te identificas con nuestros pilares, ¡estamos deseando conocerte!

www.telefonicatech.com

¿QUÉ HACEMOS EN EL EQUIPO?

En la unidad de Cloud Contact Center de Telefónica Cybersecurity & Cloud Tech nos dedicamos a diseñar e implementar soluciones de Contact Center y ofrecer un servicio de soporte de calidad a nuestros clientes.

Cuando la solución del fabricante no se ajusta a los requerimientos del cliente, ofrecemos personalizaciones que nos permiten adaptarnos a sus necesidades. Estas personalizaciones son desarrollos que alojamos en soluciones Cloud (Azure, AWS, etc.) o en infraestructura proporcionada por el cliente.

¿CÓMO SERÁ TU DÍA A DÍA?

Tu misión será:

Formar parte de un equipo de provisión y soporte de soluciones de Contact Center en la nube.
Estar actualizado con los cambios tecnológicos y adaptarse a nuevos productos que podamos agregar al porfolio de la empresa.
Entregar soluciones de calidad en tiempo y forma a nuestros clientes.

Tu día a día:

Diseñar e implementar soluciones de Contact Center utilizando la tecnología de Genesys Cloud.
Desarrollo, configuración y mantenimiento de enrutamientos en la plataforma Genesys Cloud.
Administración de la infraestructura de Genesys Cloud.
Resolución de incidencias relacionadas con la voz, canales digitales (Chat, WhatsApp, E-mail) y BBDD SQL Server.
Configuración y mantenimiento de SBC's.
Diseño e implementación de soluciones BOT (Genesys Dialog Engine).

Y PARA ELLO, CREEMOS QUE SERÍA IDEAL QUE CONTARAS CON...

Experiencia

Experiencia en servicios Cloud Contact Center, especialmente en Genesys Cloud.
Experiencia demostrable (mínimo 3 años) trabajando en áreas técnicas.
Experiencia laboral en departamentos técnicos de soporte.

Formación

Ingeniería de Sistemas, Telecomunicaciones, Informática o estudios similares.

Conocimientos técnicos

Certificación en la plataforma Cloud de Genesys.
Protocolos de señalización VoIP (SIP, RTP, SDP) y códecs de audio.
Manejo de herramientas de monitorización de red (Wireshark, Nagios, PRTG, etc.).
Conocimientos en áreas de Arquitectura / Ingeniería.
Conocimientos y experiencia en BOTs (Genesys Dialog Engine, Google Dialogflow, Nuance MIX).

Para desempeñar el rol, las habilidades que encajarían con el equipo y el proyecto serían:

Capacidad de priorizar y ordenar la actividad acorde a su criticidad o necesidades del negocio.
Trabajo en equipo.
Proactividad para mejorar y automatizar procesos.
Proactividad y buena disposición para aprender.
Visión cliente y alineación con su negocio.
Comunicación con cliente.
Capacidad de realizar y gestionar distintas tareas al mismo tiempo y de una manera efectiva y organizada.
Capacidad de toma de decisión.
Análisis y resolución de incidencias.

IDIOMAS

Necesario: inglés B2 o superior.
Valorable: otros idiomas.

¿QUÉ OFRECEMOS?

• Medidas de conciliación y flexibilidad horaria.
• Formación continua y certificaciones.
• Modelo híbrido de teletrabajo.
• Atractivo paquete de beneficios sociales.
• Excelente ambiente de trabajo dinámico y multidisciplinar.
• Programas de voluntariado.

#SomosDiversos #Fomentamosigualdad
Estamos convencidos/as de que los equipos diversos e inclusivos son más innovadores, transformadores y consiguen mejores resultados.
Por ello promovemos y garantizamos la inclusión de todas las personas sin importar género, edad, orientación e identidad sexual, cultura, discapacidad o cualquier otra condición

¡Queremos conocerte! 😊