Service Delivery Engineer Unified Communication & Collaboration

Service Delivery Engineer Unified Communication & Collaboration

We are excited to welcome a new colleague to our Unified Communications and Collaboration (UC&C) team! Together with our global team, your mission will be to deliver an outstanding customer experience by providing reliable, secure, and compliant Telephony, Call Center, and Collaboration services that support DLLs growth ambitions.

As a successful candidate, youll play a crucial role in maintaining, installing, and configuring our systems, all while ensuring our customers business needs are met with top priority.

You will understand the underlying infrastructure and systems that powers our telephony services and support our internal colleagues, referred to as Members, with collaboration tools. Your responsibilities will include diagnosing and troubleshooting service issues, providing support, and ensuring system security to protect our infrastructure. Understanding our internal customers business needs is essential to ensure that our services continue to align with their requirements and industry best practices. Your support will extend to managers, supervisors, and agents responsible for the contact centers, as well as all our Members who are utilizing modern meeting room equipment and online collaboration software.

Sounds good? Join our dynamic team and help us shape the future of communication and collaboration at DLL!

Find out morehereabout how you can unleash your full potential at DLL

Day to day:

• Proactively collaborate with other IT teams, DLL business teams, and DLL partners.
• Coordinate and resolve requests and incidents, from single user issues to major incidents.
• Continuously improve our (internal) customer service processes, including understanding customer needs, solving problems, and enhancing customer satisfaction.
• Communicate with stakeholders, eliminate/escalate impediments, help manage risk, and drive continuous improvement.
• Manage service providers from an operational perspective, ensuring delivery security and compliance, especially as we are a financial institution.
• Stay up to date with the latest UC&C related Cloud technologies and developments.
• Promote our services and best practices within DLL.

All members enjoy

• Two working days per year volunteering for a local charity.
• Health and Wellness program including healthy food, free health checks, fun health & vitality activities.
• Flexible hours with possibility to work from home
• Career development opportunities: online learning, member development programs.
• Click thislinkfor an overview of all the benefits in your region.

We not only live up to the expectations of our customers for today, but also anticipate their market needs of tomorrow.

Essentials:

Essentials:

• Associate degree or equivalent experience.
• Minimum of 2 years of experience in telecommunication systems, telephony services and call and/or contact center management.
• Excellent customer service skills and a strong interest in managing customer service processes.
• Strong problem-solving skills and the ability to drive continuous improvement.
• Strong communication skills, both written and verbal.
• Experience with Microsoft365 and AzureDevops

Extras:

Technical and service delivery experience with:

• Genesys Cloud CX
• Anywhere365

Experience the following areas are definite nice to haves:

• (PowerShell) automation
• Vendor/partner management (including licensing models).

Choose wellbeing

DLLs wellbeing ambition is to educate, equip and empower members to build connections, manage their mental, emotional, physical and financial wellness and maintain balance between work and the other priorities that make up their lives.

Our four wellbeing categories are as follows:

• Connection Build meaningful connections with other DLL members
• Health Manage mental, emotional and physical health
• Finance Provide learning opportunities to help members achieve personal financial health
• Lifestyle Maintain balance between work and life priorities

These are the things that matter to our members and the wellbeing of our members matters to DLL

Settling in

At DLL, we are many things. We are team members, family members, community member. We are members of society, members of different cultures and nationalities. Members of change. We each have different beliefs, different passions, different viewpoints, talents and interests. We come from different backgrounds, cultures, nationalities and histories.

But for all of our differences, we share one thing in common: each of us are members of DLL.

Our company was founded in the Netherlands. But today we are truly a multinational business. Our unique culture is rooted in higher collaboration, less hierarchy and an honest directness that enable us to integrate, ideate and innovate across country lines.

Many companies say they are European, American, Asian or Australian, at DLL we are all these places and more.

We are a cross-culture collaborative an interconnected network that comes together every single day with one goal in mind:Partnering for a better world.

Good to know:

Desired Primary Work Location: Wayne, PA

Applicable Pay Range

$84,795 - $127,192

This position is subject to the terms of DLLs compensation plans and policies. It is anticipated that the position will pay within the applicable pay range. The range is reflective of the desired primary physical work location and may be adjusted outside of the projected range based on geographical differentiation if the actual work location of the hired candidate differs from the desired primary location, or for other lawful reasons. Further, the position includes all other benefits provided to DLL employees, including healthcare benefits, 401k matching, vacation, sick leave, parental leave, possible discretionary bonuses, and all other benefits that are all governed by and subject to ERISA plan documents and eligibility.