Company Description

Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 5,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality. 

Accor Tech & Digital, jobs in the tech field where intelligence is above all human! 

Job Description

Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality.

Our teams, known as Heartists®, bring together the best of hospitality with the best of tech and digital. Our ambition is to provide our customers with personalized, memorable, and sustainable experiences.

Here, we create new ways to travel within each of our 5,500 hotels, connecting closely with our 100 million clients in 110 countries.

Here, we are at the heart of an incredible playground for technological transition and the design of digital products and services for our customers and hotel teams.

Here, your scope will know no boundaries;

So join us and dare to make an impact on the world!

Here is where your greatest challenge awaits you: 

At Accor Contact Centers, our goal is to create value for our hotels by ensuring customer engagement and full satisfaction at every interaction. Our Contact Centers allow our customers to book any hotel, anywhere, anytime, in their own language, all year round.

We are hiring in the Strategy & Technology team! This team supports our operations in achieving our shared goals by providing the tools and innovations they need. One of our main areas of focus is delivering a powerful and efficient telephony system.

Your mission

Within the Strategy & Technology team of the Contact Centers, you will report directly to the IT & Telecom Director. As a Telecom Administrator, you will be responsible for managing and optimizing the telecommunications systems (Amazon Connect) within our contact center environment. Your expertise in call routing and telephony infrastructure will play a key role in ensuring seamless communication and delivering outstanding customer service.

Your main responsibilities will include:

Telecommunication System Management

• Ensure the maintenance and administration of the Contact Center’s telecommunications infrastructure.

• Guarantee the efficient routing of incoming and outgoing calls to the appropriate agents or departments of the Contact Centers.

• Monitor system performance, identify issues, and implement corrective actions to ensure the optimal operation of the Contact Centers.

• Coordinate with vendors and service providers to quickly resolve telecommunications-related issues.

• Provide technical support to Contact Center teams.

Continuous Improvement

• Collaborate with cross-functional teams (Operations, Product) to fully integrate new improvements (creating user stories, process flows, and designing solutions in collaboration with development stakeholders).

• Stay up to date with industry trends and foster innovation around voice and written channels, as well as business processes related to self-service.

And you? 

• Minimum 2 years of experience, ideally in a telecom contact center environment

• Bachelor’s degree in Computer Science, Engineering, or a related field; or equivalent experience – required

• Proficiency in professional English – mandatory

• Experience with a Salesforce implementation (Service Cloud) would be a plus

• Experience using AWS (Amazon Connect) or other Interactive Voice Response (IVR) and telephony products to develop customer or business solutions

• Pragmatic, flexible, and willing to do what it takes to get the job done

• Well-organized and structured

• Motivated and eager to learn and further develop functional skills

• Team player, motivated to work in an international environment

Additional Information

Accor dares to impact: 

- the world  

• Accor is committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents. 
• We adopt a continuous improvement approach to reduce the impact of digital on the environment across all our projects.

- your career:  

• We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences. 
• Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis. 

- Specifically, at Accor Tech & Digital:

• Remote work in France and flexible work options: work from home, our offices or even our hotels and coworking spaces.
• Every Wednesday afternoon, dedicate your time to deep work and personal development.
• Work in a multicultural and English-speaking environment.
• Continuous improvement & training: Hackathons, exceptional technology partnerships, dedicated talent management, and a dedicated training platform, Digitech Academy & certifications.

and also,

• ALL - Heartist® Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide. 
• Heartist® for Good Program: commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours). 
• An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities. 
• Sustainable Mobility Package up to €600 for the use of "green" transportation, or 75% coverage of Pass Navigo (public transportation pass). 
• €10 meal vouchers. 
• A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents. 
• Attractive working conditions with collaborative workspaces, restaurants, and recreational and sports areas.

Your talent and motivation are our only selection criteria.

We value the richness of the diverse nationalities, personalities, and professional backgrounds.

We know how to adapt to the specific needs of our employees, including those with disabilities.

We encourage all applications, regardless of gender, so go ahead and apply!

Recruitment is all about people!  

Is this mission appealing to you? Apply, and we will offer you: 

1. A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you. 
2. An interview with the team manager responsible for the role you are interested in.  
3. For some roles, you might also be required to complete an assessment (use case and motivation questionnaire. 
4. A final interview with our Human Resources team to discuss our Group’s culture, work environment, training program, career prospects, as well as various benefits offered by the Group. 
5. A personalized feedback. 

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