Job detail for Contact Center Engineer

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Overview

You will work within the Contact Center department, contributing to the design, evolution, and governance of solutions based on Cloud architectures (CCaaS) and hybrid models. Your role involves participating in strategic project initiatives, with a focus on the integration of advanced conversational and agentic AI solutions, including virtual agents, chatbots, and voicebots, aimed at evolving customer interaction models, automating customer care processes, and improving the Customer Experience for the Bank's internal and external clients.

What your activities will be

• Design and govern Cloud and on-premise Contact Center solutions to support voice and digital channels
• Define evolutionary architectures in hybrid contexts, ensuring integration between legacy systems and Cloud platforms
• Analyze business requirements for Contact Center services, translating them into scalable and resilient solutions
• Contribute to transformation programs involving the integration of conversational and agentic AI solutions
• Evolve routing, IVR, automation, and customer interaction management services
• Ensure compliance with corporate standards and Cybersecurity requirements
• Coordinate project teams and vendors, managing risks, dependencies, and project criticalities
• Support troubleshooting and incident management on mission-critical platforms

Who we are looking for

If you have the following characteristics, we are waiting for you:

• At least 5 years of experience in the role
• Cloud (CCaaS) and on-premise Contact Center systems
• Integration of conversational and agentic AI solutions (virtual agents, chatbots, voicebots)
• Voice Recording systems
• Data Governance
• SQL and NoSQL databases
• Managed database services
• VoIP networking
• SIP protocols and routing
• Change Management processes in Cloud and DevOps environments
• English language level B1
• Contact Center architectures, customer interaction management, integration with CRM platforms, management of mission-critical environments, design and management of AI-based digital services
• Degree in Computer Science, Computer Engineering, Engineering, or equivalent STEM disciplines

Applications from those who have gained significant professional or academic experience in international contexts will be considered a plus.

The following knowledge is considered a plus:

• IVR, Dialogflow
• Microsoft Bot Framework
• Microservices architectures
• Java languages
• Python and Node.js
• Monitoring and observability tools (Splunk and Dynatrace)
• Project governance tools (Jira, Confluence, and Azure DevOps)
• Cloud, AI, or Contact Center certifications

What we offer

• Gross annual salary starting from €45.000

• The Group provides a variable component of remuneration as regulated by the Remuneration Policies available on the Group's website

• Complementary elements regulated by the National Collective Labor Agreement for the Credit Sector and second-level company agreements

• Professional development initiatives to support the growth of our people

• Extensive training offer through the Corporate Academy dedicated to the continuous development of professional, managerial, and soft skills at all levels

• Possibility to join flexible work arrangements and the 4x9 short week

• Modern and integrated corporate welfare system ( link)

• Health coverage and supplementary pension starting from the date of hiring

• Advantages on the Group's banking products and services

• Having completed study and/or work paths in an international environment is a preferential title

About us

We are leaders in Italy and one of the main banking groups in Europe. Join us and be part of our success story! With over 20 million customers in Italy and abroad, we are a true engine of sustainable growth with a strong commitment to the environment and a tangible impact on society.

People are at the center; we take care of them by committing to creating an inclusive culture within the Group where everyone feels like a protagonist and valued.

The Chief Data, A.I. & Technology Officer Area is the IT division of the Group that combines the agility of a fintech with the solidity of a large group; you will have the opportunity to work in an innovative context with cutting-edge technologies and a strong drive for digital transformation.

Join our international reality. The future is not waited for, it is chosen!

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We guarantee an inclusive and equal opportunity environment. We will consider all applications regardless of race, religion, sexual orientation, gender identity, marital status, age, disability, or any other protected category in compliance with Legislative Decrees 198/2006, 215/03, and 216/03.

For the evaluation of applications, the data will be used by Intesa Sanpaolo S.p.A. as Data Controller. We invite you to read the dedicated Privacy Notice.