Richemont Product Specialist - Telephony

Geneva • Switzerland

Tuesday, June 17, 2025

Richemont, a distinguished leader in the luxury goods sector, is renowned for its prestigious portfolio of brands. As part of the Group Technology Client & Market division, Richemont offers a dynamic and innovative work environment, fostering growth and excellence. The company is committed to leveraging cutting-edge technology to enhance customer relations and operational efficiency.

1. Monitor and report progress of various call-centre initiatives.
2. Challenge and validate solutions for new implementations from telephony providers and internal technical teams.
3. Represent Customer Relation Centres in key transversal programs, assessing the impact of changes on solutions and business processes.
4. Analyze and document business requirements, pain points, or opportunities into IT requirements for cost, time, and resource estimation.
5. Maintain constant collaboration with CTI providers to ensure timely and high-quality resolution of issues.
6. Participate in UAT/SIT test phases to ensure new functionalities meet expectations.
7. Work closely with the support team to ensure the proper functioning of the production environment and business continuity.
8. Coordinate efforts across different teams to resolve issues impacting call-centres.
9. Develop a customer-oriented mindset and foster a culture of collaboration, trust, and continuous service improvement.
10. Take on additional roles within the team as needed.

1. Bachelor’s or Master’s degree in Information Technology or Computer Science or equivalent experience.
2. Minimum 5 years of experience in telephony projects within CRM call centers.
3. Experience with CTI solutions, preferably Vonage.
4. Strong knowledge of Salesforce Service Cloud with relevant certifications.

1. Ability to present ideas in context for diverse audiences.
2. Effective functioning in a fast-paced environment, handling multiple efforts, prioritizing, and meeting deadlines.
3. Strong knowledge of Agile methodology.
4. Excellent proficiency in English; additional languages are appreciated.
5. Experience with Jira and Confluence.

A minimum of 5 years in telephony projects related to CRM call centers, with experience in CTI solutions and Salesforce Service Cloud.

Bachelor’s or Master’s degree in Information Technology or Computer Science or equivalent experience.

Richemont offers a comprehensive benefits package, including health insurance, retirement plans, and opportunities for professional development.

Richemont fosters a culture of innovation, collaboration, and excellence. The work environment is dynamic and fast-paced, encouraging employees to develop a customer-oriented mindset and a culture of continuous improvement.