Contact Center Specialist

07-01-2021 12:26:51

Job Type : Full Time


Salary: Unspecified

Key Skills : Pre Sales, Call Center Solutions, Software Solutions, PBX, IVR, CTI, SBC, SIP, Data Modeling

Experience : 3 years

Jumeirah Lake Towers

Company Profile

A leading solutions provider in information technology based in Dubai

Job Description

  • Responsible for pre-sales and implementation of call center solutions in the MENA region. 
  • Maintain telecommunication systems, including PBX, IVR, CTI, SBC, SIP, and unified messaging/voice mail. 
  • Review reports and logs for problems and identifies appropriate solutions. 
  • Support network infrastructure as needed.  
  • Maintain and analyze performance data to ensure the optimal utilization of network and telecom resources.
  • Support pre-sales activities including assessing the customer environment, designing the appropriate solution, present the findings to CXOs. 
  • Install, configure, develop, migrate and maintain contact center environment in conjunction with Call Manager and Unity. 
  • Develop Maintain, support and administer call center software solutions (routing strategies, architecture, reporting, IVR, CTI, Dialer, etc) 
  • Monitor and respond to alerts, revolving issues and escalate when appropriate. 
  • Develop and execute implementation plans for network change activities. 
  • Develop, maintain, and execute documented policies and procedures. 
  • Research, recommend and implement new communication technologies.

Requirements

  • Ability to analyze customer requirements and develop appropriate solutions. 
  • Participate in continuous process improvement. 
  • Male candidates can only apply.
  • Ability to speak in English and Arabic
  • Minimum 3 to 5 years of experience installing, configuring and maintaining Call Center environment required. 
  • In-depth knowledge and understanding of Avaya/Cisco telecommunications systems, including PBX, IVR, CTI, SBC, SIP, and unified communications/voice mail Demonstrated depth of business knowledge and technical expertise.
  • Demonstrated proficiency in data and process analysis and data modeling.
  • Demonstrated ability to function effectively in cross-functional teams across multiple business areas.
  • Capable of performing the project leader role.
  • Looking for Engineers with experience in setting up a Contact Center infrastructure with technical skills.
  • Experience in presales, configurations, installations, implementation, deployment and support are most welcome to apply.

Qualifications

  • Bachelor of Science Degree or Equivalent.