Description:
- Design and implement contact center solutions, including telephony systems, interactive voice response (IVR), Automatic Call Distributor (ACD), and omnichannel support.
- Configure and integrate contact center applications with CRM systems and other enterprise tools.
- Perform routine maintenance, upgrades, and troubleshooting of contact center infrastructure to ensure continuous operation.
- Respond to and resolve technical incidents and problems related to contact center applications and telephony systems.
- Monitor contact center performance metrics, analyze data, and identify areas for improvement.
- Optimize systems to enhance call routing, reduce wait times, and improve customer experience.
- Implement and maintain security measures for contact center systems, including access controls and compliance with data protection regulations.
- Ensure adherence to industry standards and best practices in contact center operations.
- Collaborate with cross-functional teams to integrate contact center solutions with other IT systems and applications.
- Maintain comprehensive documentation, including system configurations, procedures, and troubleshooting guides.
- Ensure correct adoption of policies and procedures to guarantee that the bank's business is conducted in compliance with Local Laws, Internal rules and regulations, as well as, International Standards.
- Ensure the correct functioning and implementation of the Permanent Supervision system, compliance, operational risk & workplace success guidelines whenever & wherever possible
Requirements:
- Bachelor's degree in computer science or a related major from a reputable university (Masters Preferred).
- Relevant certifications (e.g., CCNA, AWS Certified Solutions Architect).
- Minimum 1 - 4 years of experience in a relevant role.
- Proven experience in designing, implementing, and supporting contact center solutions, preferably in a complex enterprise environment.
- Proficiency in telephony systems, IVR configurations, ACD setup, and CRM integration.
- Fluency in English is a must.
- Excellent communication and decision-making skills.
Job Type: Full-time
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