SeniorAdministrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

About this role

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What you'll do

• KEY RESPONSIBILITIES – CONTRACTUAL SCOPE • Administer and operate the V2V and real-time chat translation platform: language pair configuration, agent provisioning, session routing and integration with the Agent Workspace and telephony stack. • Monitor translation quality, latency and session stability in live operation; detect and remediate dialogue and language errors, and maintain the terminology and glossary set for Client-specific vocabulary. • Support agents in real time during translated interactions, including fallback to a native-language agent or callback where translation quality is insufficient. • Manage platform Incidents and Changes with the vendor, including root cause follow-up, release validation and regression checks before deployment to production queues. • Enforce data protection obligations for the translation processing: real-time processing only, no retention beyond agreed duration, and Standard Contractual Clauses for the cross-border transfer to the Sub-Processor in the USA (DPA §6). • Measure and report the operational impact of translated delivery on answer speed, first contact resolution and user satisfaction against the native-language baseline. • Deliver agent enablement and adoption support for the transformed delivery model introduced from Year 2 onwards, including training material and floor coaching. • Feed platform, coverage and quality improvements into the Continuous Improvement Plan and into the language coverage
• Skill Requirements
• SKILLS & EXPERIENCE ESSENTIAL • 3–6 years in service desk operations, telephony or contact-centre platform administration. • Hands-on administration of a real-time translation, speech or contact-centre AI platform. • Understanding of voice routing, IVR, ACD and chat channel integration with an ITSM tool. • Working knowledge of GDPR obligations for voice and chat data, sub-processing and cross-border transfer. • Fluent professional English; analytical reporting capability. ROLE NOTES DESIRABLE • Familiarity with Krisp or comparable voice-to-voice translation solutions. • Proficiency in one or more of the supported non-English languages for quality sampling. • Experience deploying AI-assisted agent tooling at scale. • ITIL 4 Foundation. Languages in scope for translated delivery: English, French, German, Italian, Spanish, Spanish LATAM, Portuguese, Portuguese Brazil, Mandarin. English accounts for approximately 70% of ticket volume and remains natively staffed; the transformed model with V2V translation applies to the remaining languages from Year 2.
• Other Requirements
• Other Requirement : SD_Krsip_L2

Who can apply

• SKILLS & EXPERIENCE ESSENTIAL • 3–6 years in service desk operations, telephony or contact-centre platform administration. • Hands-on administration of a real-time translation, speech or contact-centre AI platform. • Understanding of voice routing, IVR, ACD and chat channel integration with an ITSM tool. • Working knowledge of GDPR obligations for voice and chat data, sub-processing and cross-border transfer. • Fluent professional English; analytical reporting capability. ROLE NOTES DESIRABLE • Familiarity with Krisp or comparable voice-to-voice translation solutions. • Proficiency in one or more of the supported non-English languages for quality sampling. • Experience deploying AI-assisted agent tooling at scale. • ITIL 4 Foundation. Languages in scope for translated delivery: English, French, German, Italian, Spanish, Spanish LATAM, Portuguese, Portuguese Brazil, Mandarin. English accounts for approximately 70% of ticket volume and remains natively staffed; the transformed model with V2V translation applies to the remaining languages from Year 2.
• Other Requirements
• Other Requirement : SD_Krsip_L2

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