Richemont Product Specialist – CRC Telephony

About Richemont

Richemont is one of the world’s foremost luxury groups, stewarding a distinguished portfolio of maisons across jewellery, watchmaking, fashion and accessories, including Cartier, Van Cleef & Arpels, Jaeger-LeCoultre and Montblanc. As an employer, it combines the heritage of artisanal excellence with a forward-looking culture shaped by innovation, client-centricity and responsible business. Its global teams operate in an environment that values craftsmanship, entrepreneurship and collaboration, offering opportunities to grow within iconic maisons and group functions alike. Richemont attracts professionals who aspire to contribute to enduring luxury, preserving rare savoir-faire while helping define the future of high craftsmanship.

Role & Responsibilities

• Monitor and report progress of initiatives for customer relation centers using state-of-the-art telephony solutions
• Validate and challenge technical solutions from telephony providers and internal teams for new implementations
• Represent CRC operations in cross-functional programs and assess impact of proposed changes on business processes and underlying systems
• Analyze and document business requirements, pain points, and opportunities into IT specifications for cost, time, and resource estimation
• Lead collaboration with CTI provider to ensure timely resolution of technical topics and service delivery
• Participate in User Acceptance Testing (UAT) and System Integration Testing (SIT) phases to validate new functionalities
• Work closely with support teams to maintain production environment stability and ensure business continuity
• Coordinate resolution efforts across L2/L3 support, Salesforce product teams, and business stakeholders to address system issues
• Cultivate customer-oriented mindset and foster culture of collaboration, trust, and continuous service improvement
• Assume selective additional roles and responsibilities within the team as required

Qualifications

• Bachelor's or Master's degree in Information Technology, Computer Science, or equivalent professional experience
• Minimum 5 years of experience in telephony projects within CRM call center environments
• Demonstrated experience with Computer Telephony Integration (CTI) solutions
• Strong knowledge of Salesforce Service Cloud, preferably with Administrator, Platform Builder, and Service Cloud Consultant certifications
• Deep understanding of call quality components in CTI environments including network configuration, VPN setup, laptop and headset configuration, and infrastructure deployment
• Proficiency in Agile methodology
• Excellent command of English; fluency in additional languages valued

Skills

Experience

Minimum 5 years of professional experience in telephony projects and CRM call center infrastructure. Must have hands-on exposure to CTI solutions and demonstrated ability to manage complex technical initiatives in production environments supporting large-scale customer operations.

Education

Bachelor's or Master's degree in Information Technology, Computer Science, or equivalent professional experience demonstrating technical depth in telecommunications and enterprise software systems.

Workplace

Culture

Richemont fosters a refined, international workplace where its Maisons preserve exceptional craftsmanship while benefiting from the strength and perspective of a global luxury group. As an employer, it values long-term stewardship, collaboration, innovation, and the development of talent within an environment shaped by heritage, creativity, and high standards.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.