Voice Channels & IVR Stream Lead (f/m/d)@ A1 Competence Delivery Center

Strength. Care. Growth

A1 Competence Delivery Center is a vital component of A1’s telecommunications business. Acting as an expertise hub, CDC is dedicated to delivering a full range of high-quality IT, network, financial and other services to support A1’s operations across all OpCos, independent of location.

Using the power of being OneGroup and leveraging synergies, CDC enables transparency of resources, key skills and knowledge expansion and personal career growth opportunities’ enhancement, paired with job stability.

You will know we are the right place for you, if you are driven by:

• Opportunities to learn and build your career.
• Meaningful work in a stable and fast-paced company.
• Diversity of people, projects, and platforms.
• A supportive, fun, and inspiring place to work.

Job Purpose:

As we continue to build and scale our new Intelligent Customer Service Delivery Center, we are seeking an internal leader to step into the role of Stream Lead for Voice Channels and IVR.

You will be responsible for consolidating the existing voice and IVR teams into a single, cohesive, high-performing stream. You will take over the leading role for the design, development, and continuous improvement of the Contact center setup within the A1 Group. By driving innovation you will ensure these platforms deliver an exceptional user experience jorneys while aligning with business objectives and technical requirements.

Role Insights:

• Lead and develop a diverse group of engineers across various technical seniority levels, fostering a shared culture of collaboration and excellence.
• Implement new intelligent solutions, promoting a culture of continuous experimentation and improvement within the team.
• Design and execute a comprehensive, wave-based migration plan to transition local OpCo infrastructure to the target group platform with minimal business disruption.
• Evaluate current platforms and prepare optimized technical solutions.
• Ensure Contact center platforms across A1 Group are scalable, secure, and optimized for performance.
• Drive the readiness and implementation of next-generation voice features, including AI  Voicebots and intelligent routing strategies.
• Partner closely with cross-functional teams and key stakeholders to align voice platforms with commercial goals and user needs.

What Makes You Unique:

• Proven ability (or strong readiness) to lead teams through organizational restructuring and align cross-border engineering resources.
• Rediness to work in complex environments and genuinely enjoy working with diverse counterparts, valuing their unique perspectives from other cultures across our footprint.
• Highly reflective about your own personality, leadership style, and impact, acting as an active feedback giver and taker to lift the team.
• Strong interpersonal skills to manage and bridge technical skill gaps, ensuring growth paths for engineers at different seniority levels.
• Excellent communication skills to collaborate effectively with local business units, balancing regional needs and consolidation goals.
• Fluency in English and knowledge of any A1 Group language is an asset.
• Willingness to travel within the group's footprint to support local team integration.

Nice to have:

• Strong background and a bachelor’s degree in IT, Telecommunications, or a related field.
• In-depth knowledge of enterprise contact center platforms used within our footprint (Genesys, Avaya, Cisco, etc.).
• Good understanding of voice traffic management, SIP protocol, and SBC.
• Experience with or a strong readiness to implement Voicebots, Chatbots, and GenAI solutions in a customer service environment, paired with a strong curiosity and willingness to experiment.

Our gratitude for the job done will be eternal, but we’ll also offer you:

• Innovative technologies and platforms to work with.
• Modern working environment for your comfort.
• Friendly, ambitious, and motivated teammates to support each other.
• Thousands of online and in-person learning opportunities for you to grow.
• Challenging assignments and career development opportunities in multinational environment.
• Attractive compensation package.
• Hybrid working model.
• Numerous additional benefits, including, but not limited to free A1 services.

If you have any questions,  please do not hesitate to contact Gergana Tsvyatkova.